Intershop is seeking a Managed Services Manager to help grow our presence in the Asia Pacific region while overseeing regional follow-the-sun support. This is a hands-on leadership role, managing a technical team responsible for support, maintenance, DevOps, and project work for both new and existing customers.

In this role, you will have the opportunity to:

Lead, mentor, and grow the team, enhancing its capabilities.

Serve as the main escalation point for complex issues, including platform, customization, or integration challenges.

Work closely with large and enterprise customers, solving problems in high-scale, mission-critical environments.

Ensure service quality meets or exceeds agreed targets while maintaining clear and professional communication with large and enterprise customers.

Why Join Us

Work out of our vibrant, open-plan office with a multicultural team.

Direct reporting line to the APAC CEO, providing visibility and influence within the region.

Get exposed to innovative cloud, AI and commerce technologies.

Responsibilities & Key Duties

As a Managed Services Manager, your responsibilities will be broad and varied, encompassing both technical and managerial aspects. The successful candidate will be expected to:

Leadership & Team Management

Lead a team of technical resources, ensuring project deliverables are completed on time, within budget, and to specification, while being accountable for the successful implementation of enterprise e-commerce solutions.

Provide guidance and direction to project managers, developers, QA resources, and other technical specialists on application projects.

Foster open communication within the team, coaching, mentoring, and performance-managing team members where necessary.

Set and track team goals and targets, aligned with agreed SLAs, internal projects, and processes. Regularly review progress in team meetings and drive clear accountability.

Conduct structured team meetings with defined agendas, allocate tasks, and ensure team members understand expectations and outcomes.

Facilitate knowledge transfer and career development for team members through training or external upskilling opportunities aligned with business needs.

Customer & Project Management

Serve as the first-level escalation point for major issues across key enterprise accounts.

Manage communications with internal client teams and stakeholders to address current issues and proactively plan for future requirements.

Assist with Pre-Sales and Sales cycles for existing and new customers, providing Managed Services input as required.

Champion APAC Managed Services needs with headquarters, coordinating on dependencies such as infrastructure, product knowledge, technology, or resources.

Stay informed on all ongoing Consulting Team projects, understanding the Managed Services role in each account, identifying points of escalation, and working on improvements as directed by management.

Maintain awareness of Intershop product and service offerings, functionality, and updates.

Technical Responsibilities

Build, configure, support, and maintain enterprise server and backup solutions.

Analyze, diagnose, and resolve server platform and operating system issues at scale.

Work with virtualization technologies, Azure cloud platform, and Linux system administration.

Perform basic Oracle database administration, Git version control, shell scripting, and application/network debugging.

Deliver after-hours support and escalation as required.

Train other staff members and ensure knowledge is effectively shared across the team.

Stay current with Intershop product and service technologies.

Operational & Process Management

Deliver detailed technical configuration, support documentation, and solution designs for existing and prospective customers.

Develop costing models for Managed Service offerings and scope activities for business and IT initiatives.

Create technical and design specifications, plan and develop initiatives, and install, configure, manage, and maintain application and environment configurations.

Provide project management support, including reporting, status tracking, and risk/issue management.

Lead release processes, change management, and pre-deployment activities in collaboration with the Release Management Manager.

Manage defect handling, maintenance resolution, and provide detailed post-mortem reports for larger issues.

Proactively lead performance tuning, system/application patching, and optimization for enterprise customers.

Create and maintain comprehensive documentation for server/network topology, equipment, and configurations, ensuring all service arrangements are clearly documented and up to date.

Manage Managed Services expenses to maintain positive EBIT.

Assist with monthly reporting, forecasts, budgets, and financial reporting as required.

Develop strategies to improve operational performance, reliability, and cost-effectiveness.

The Successful Candidate

The successful candidate will be energetic, proactive, and experienced, combining strong technical expertise with excellent interpersonal and managerial skills.

Interpersonal & Managerial Qualifications

Excellent interpersonal and written communication skills, with the ability to liaise professionally and clearly with enterprise customers.

Proven ability to work productively both independently and as part of a team.

Flexible, “can-do” approach with a desire for continuous personal and professional improvement.

Ability to work under deadlines and adapt working hours as required.

Strong commercial and business acumen, including identifying revenue opportunities in existing accounts and potential internal cost savings.

Exercising diplomacy in all interactions with customers, staff, and contractors, focusing on resolution rather than blame.

Experience in developing costing models for Managed Services offerings.

Ensuring high-quality, up-to-date documentation exists for all service arrangements.

Creating and maintaining comprehensive documentation of server and network topology, equipment, and configurations.

Technical Qualifications

5+ years of experience working in technical environments, preferably with enterprise or high-scale applications.

Knowledge of Agile methodologies and familiarity with online application environments.

Strong Linux and web application experience.

Experience administering database servers and executing SQL queries.

Experience with deployment and CI/CD tools such as Jenkins, Bamboo, and GitLab.

Experience with Azure hosting and cloud-based environments.

Exposure to development tools such as Git, Jenkins, JMeter, and Selenium (desired but not mandatory).

Ideally have certifications for Azure, Kubernetes and ITIL v4