🌐 Experte als Senior Service Manager – DTC TechOps & Production Operations bei PUMA in Herzogenaurach

As Senior Service Manager within Global DTC Technology, you will drive operational stability and service excellence across PUMA’s global DTC Technology ecosystem. You will lead Incident Management, Production Support governance, and operational escalations while fostering seamless cross-functional alignment across Product, Engineering, Platform Operations, and Business units.

You will serve as the primary control point during critical incidents, go-lives, hypercare phases, and operational emergencies to ensure rapid alignment, structured communication, and high-velocity issue resolution.

Key Responsibilities:

• Manage and orchestrate Major Incident Management across global DTC platforms and digital services.
• Serve as the central coordination hub connecting Engineering, Product, Operations, and Business leadership.
• Manage operational escalations and drive resolution for high-priority production disruptions.
• Orchestrate support workflows during go-lives, platform deployments, and hypercare periods.
• Deliver concise and effective stakeholder updates during operational incidents.
• Optimize incident management frameworks, escalation pathways, and service governance standards.
• Advance operational quality through trend analysis, root cause reviews, and KPI metrics.
• Align support activities across distributed global operational teams.
• Deliver operational reporting, perform KPI tracking, and ensure platform health transparency.

We are searching for a high-performing operational leader with proven expertise in Incident Management, TechOps, Service Management, or Production Support within scalable digital or enterprise E-Commerce ecosystems.

The ideal candidate combines strong coordination and stakeholder leadership capabilities with a proactive operational approach and the ability to maintain clarity under pressure.

Your Profile:

• Solid track record in TechOps, Incident Management, Service Governance, or Production Operations.
• Demonstrated experience steering cross-functional teams through major incidents, deployments, and hypercare phases.
• Background in global E-Commerce, retail, or high-scale digital platform environments.
• Excellent communication skills with the capability to bridge technical details and business priorities.
• Proven capacity to align Engineering, Product, Operations, and Executive stakeholders.
• High degree of ownership, analytical problem-solving skills, and operational focus.
• Experience operating within international, distributed technology organizations.
• Understanding of modern commerce architecture, integrations, and operational dependencies.
• Agility and adaptability in fast-paced tech environments.

Preferred Qualifications:

• Familiarity with SFCC, OMS, Payment Gateways, Mobile Apps, or Composable Commerce architectures.
• Exposure to cloud infrastructures, observability tooling, or modern platform engineering.
• Background in supporting global platform rollouts and large-scale operations.

Education:

• Degree in Information Technology, Business Information Systems, Computer Science, or equivalent practical experience.