Senior Service Manager – DTC TechOps & Production Operations
Core
Drive operational stability and service excellence across PUMA's global DTC Technology landscape through incident management and production support governance.
Role type
Senior Service Manager (DTC TechOps & Production Operations)
Builds
Global DTC Technology platforms and services
Domain
eCommerce / Retail Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident Management, TechOps, Service Management, Production Support, Cross-functional coordination, Operational escalations, Stakeholder communication, Root cause analysis, KPI tracking, Agile environment navigation
Preferred skills
SFCC, OMS, Payments, App, composable commerce environments, Cloud operations, Observability, Platform operations setups, Global rollouts, Large-scale production environments
Responsibilities
Lead and coordinate Major Incident Management across global DTC platforms and services; Act as central coordination bridge between Engineering, Product, Operations, and Business stakeholders; Drive operational escalations and coordinate resolution of critical production issues; Orchestrate support activities during incidents, go-lives, and hypercare phases; Ensure clear stakeholder communication during operational disruptions; Improve incident processes, escalation flows, and service governance standards; Coordinate operational support activities across global teams; Support operational reporting, KPI tracking, and service transparency.
Seniority
Senior, hands-on IC