Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer's web site. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties. You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse/plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA's, incident & problem management etc). A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role. What you'll be doing: Co-ordinate & facilitate the contracted eCommerce service to one or more customers Ensure that escalations and communications are managed in line with documented contract standards Develop and maintain good customer relationships with the support of the Account Manager. To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA's and that levels of customers satisfaction remain high Ensure all agreed SLAs are met for incidents & service requests Develop and maintain a productive and close working relationship with relevant Account Executives Build appropriate working relationships with any third party's involved in the delivery of in scope production services to the customer Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities Conduct regular service reviews on a monthly/quarterly basis Liaise with customers to agree problem priorities and delivery Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP) Ensure Support Activities managed within contracted Support Budget Work with support and development teams to ensure problem fixes are planned into releases and delivered What we want from you: Extensive experience in a Support function Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment The ideal candidate will have experience with commerce environments Extremely results driven, will always go the extra mile to deliver expected result Financially aware and able to contribute to the effective running of the account. Clear & concise communication skills - both written and oral Proven track record in building and maintaining strong relationships with customers including working from customer sites when required Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams Strong problem solving, time management and organizational skills Experience of providing out of hours support for high severity incidents Exposure to follow the Sun support models If you know some of this, even better: Linux, Unix, Windows operating systems CQ5, Bootstrap, SASS, CSS, JavaScript, jQuery, AngularJS, Java, J2EE, MySQL, Maven, SPRING MVC, REST web services Hosted environments Exposure to software development environments Exposure to Java/J2EE and web technologies What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are. Permanent only: We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart , fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage , inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.
06/02/2026
Contractor
Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer's web site. The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties. You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse/plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA's, incident & problem management etc). A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role. What you'll be doing: Co-ordinate & facilitate the contracted eCommerce service to one or more customers Ensure that escalations and communications are managed in line with documented contract standards Develop and maintain good customer relationships with the support of the Account Manager. To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA's and that levels of customers satisfaction remain high Ensure all agreed SLAs are met for incidents & service requests Develop and maintain a productive and close working relationship with relevant Account Executives Build appropriate working relationships with any third party's involved in the delivery of in scope production services to the customer Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities Conduct regular service reviews on a monthly/quarterly basis Liaise with customers to agree problem priorities and delivery Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP) Ensure Support Activities managed within contracted Support Budget Work with support and development teams to ensure problem fixes are planned into releases and delivered What we want from you: Extensive experience in a Support function Working knowledge of ITIL v3 processes framework specifically Incident, Problem and Request Fulfilment The ideal candidate will have experience with commerce environments Extremely results driven, will always go the extra mile to deliver expected result Financially aware and able to contribute to the effective running of the account. Clear & concise communication skills - both written and oral Proven track record in building and maintaining strong relationships with customers including working from customer sites when required Strong leadership skills with proven track record of managing, developing and leading multi-disciplined teams Strong problem solving, time management and organizational skills Experience of providing out of hours support for high severity incidents Exposure to follow the Sun support models If you know some of this, even better: Linux, Unix, Windows operating systems CQ5, Bootstrap, SASS, CSS, JavaScript, jQuery, AngularJS, Java, J2EE, MySQL, Maven, SPRING MVC, REST web services Hosted environments Exposure to software development environments Exposure to Java/J2EE and web technologies What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are. Permanent only: We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart , fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage , inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.
A Senior Project Manager with a technical background required to join our eCommerce Team on a contract basis. You will be expected to lead one or more Agile team(s) in the delivery of bespoke development projects as well as operational improvements, often in very challenging timescales. You also have excellent knowledge & experience of Agile teachings, approaches, behaviours and be capable of helping both teams and the wider organisation to address the dysfunctions that may result from teams and others misinterpreting, ignoring or rejecting Lean and Agile values and principles Please note that this job is a contractual position located in London. Please send us your CV in English. What you'll be doing: Effectively run complex projects using Agile methodologies Support the efficient flow of work by providing solutions to issues and blockers Produce accurate status reporting regarding project milestones, deliverables, risks, and issues communicating to various audiences including key stakeholders and sponsors Manage several workstreams successfully, ensuring the teams understand what is expected of them in terms of output and quality Manage the interdependencies between the various workstreams Inspire and lead teams with little Agile experience, suggesting process and practical improvements as appropriate Motivate teams to achieve individual and team objectives, to deliver high quality outputs within agreed timeframes Focus on improving delivery processes Provide support to Junior Project Managers within your account Review and update the project resource plan on a regular basis, keeping tight control of project budgets Foster close relationships with senior management and business stakeholders, be seen as a credible, reliable expert Develop customer confidence by understanding their needs and delivering first class solutions Set and manage client expectations, including resolving client escalations with diplomacy Chair meetings/reviews with multiple stakeholder requirements Keep up to date with emerging industry practices What we want from you: A good understanding of the software development life cycle and release management Ability to define, manage and deliver to customer expectations within strict deadlines Ability to deal with ambiguity, embrace and react to change with enthusiasm and critical thinking Experience of leading and managing teams at different stages of the team's life cycle Experience of modern software development practices Strong understanding of agile delivery techniques and lean ways of working Experience of managing people and financial budgets (including project budgeting, monitoring financials, reporting etc) Solid time management & organisational skills Excellent negotiation skills and an ability to handle sensitive issues with tact and diplomacy Relevant Project Management qualifications What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are.
06/02/2026
Contractor
A Senior Project Manager with a technical background required to join our eCommerce Team on a contract basis. You will be expected to lead one or more Agile team(s) in the delivery of bespoke development projects as well as operational improvements, often in very challenging timescales. You also have excellent knowledge & experience of Agile teachings, approaches, behaviours and be capable of helping both teams and the wider organisation to address the dysfunctions that may result from teams and others misinterpreting, ignoring or rejecting Lean and Agile values and principles Please note that this job is a contractual position located in London. Please send us your CV in English. What you'll be doing: Effectively run complex projects using Agile methodologies Support the efficient flow of work by providing solutions to issues and blockers Produce accurate status reporting regarding project milestones, deliverables, risks, and issues communicating to various audiences including key stakeholders and sponsors Manage several workstreams successfully, ensuring the teams understand what is expected of them in terms of output and quality Manage the interdependencies between the various workstreams Inspire and lead teams with little Agile experience, suggesting process and practical improvements as appropriate Motivate teams to achieve individual and team objectives, to deliver high quality outputs within agreed timeframes Focus on improving delivery processes Provide support to Junior Project Managers within your account Review and update the project resource plan on a regular basis, keeping tight control of project budgets Foster close relationships with senior management and business stakeholders, be seen as a credible, reliable expert Develop customer confidence by understanding their needs and delivering first class solutions Set and manage client expectations, including resolving client escalations with diplomacy Chair meetings/reviews with multiple stakeholder requirements Keep up to date with emerging industry practices What we want from you: A good understanding of the software development life cycle and release management Ability to define, manage and deliver to customer expectations within strict deadlines Ability to deal with ambiguity, embrace and react to change with enthusiasm and critical thinking Experience of leading and managing teams at different stages of the team's life cycle Experience of modern software development practices Strong understanding of agile delivery techniques and lean ways of working Experience of managing people and financial budgets (including project budgeting, monitoring financials, reporting etc) Solid time management & organisational skills Excellent negotiation skills and an ability to handle sensitive issues with tact and diplomacy Relevant Project Management qualifications What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are.
We are looking for a lead cloud engineer to join us on a contract basis. You will be designing, developing, and deploying cutting-edge serverless and containerized microservices using NodeJS, TypeScript, and Express, leveraging the full power of AWS (ECS, S3, DynamoDB, API Gateway). You'll not only architect robust solutions and drive critical technical requirements, but also champion DevOps principles, establish advanced CI/CD pipelines, and evolve our MonoRepo architecture. If you thrive in a fast-paced agile environment, enjoy applying graph engineering principles and advanced data modelling (including DynamoDB Single Table Design), and are keen to mentor others while exploring exciting areas like generative AI, multi-tenant systems, and modern authentication protocols, then join us and shape the future of our platform. What you'll be doing: Designing, developing, and deploying complex cloud-native serverless and containerized applications primarily using NodeJS, TypeScript, and Express. Architecting and implementing scalable microservices, leveraging AWS services such as ECS, S3, DynamoDB, and API Gateway. Driving technical requirements, defining architectural decisions, and establishing best practices for robust and efficient cloud solutions. Implementing and managing Infrastructure-as-Code (IaC) solutions, potentially utilizing tools like Pulumi for automation. Championing DevOps principles and establishing robust CI/CD pipelines to automate software delivery and operations. Working within and evolving a MonoRepo architecture (eg, NRWL NX), ensuring code quality and maintainability across services. Applying graph engineering principles and advanced data modelling techniques, including potentially DynamoDB Single Table Design, for optimized data solutions. Collaborating effectively within a fast-paced agile development environment, ensuring timely delivery of high-quality software. Mentoring and instructing fellow team members on best practices, technical skills, and architectural patterns. Communicating complex technical concepts clearly, both verbally and in writing, to technical and non-technical stakeholders. What we want from you: Complex cloud-native serverless and containerised applications experience AWS services: S3, DynamoDB, ECS Strong NodeJS + TypeScript experience MonoRepo architecture (eg NRWL NX) Express applications with Docker containers deployed to ECS Familiar with IaC API Gateway and microservices patterns DevOps principles and CI/CD automation Strong communication skills (written and spoken) Graph engineering principles and data modelling Experience in fast-paced agile environments Self-motivated with ability to define and drive tech requirements Experience defining technical requirements and architecture decisions Comfortable instructing and mentoring others Desirable Attributes: Pulumi for Infrastructure-as-Code Automated testing experience (Jest, Playwright) DynamoDB Single Table Design OAuth 2.1 and SSO/OIDC implementation MCP (Model Context Protocol) experience Architecting multi-tenant systems with data isolation Modern authentication protocols (OAuth2.1, OIDC) Generative AI: LLMs and Image Diffusion models What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart , fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage , inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.
05/02/2026
Contractor
We are looking for a lead cloud engineer to join us on a contract basis. You will be designing, developing, and deploying cutting-edge serverless and containerized microservices using NodeJS, TypeScript, and Express, leveraging the full power of AWS (ECS, S3, DynamoDB, API Gateway). You'll not only architect robust solutions and drive critical technical requirements, but also champion DevOps principles, establish advanced CI/CD pipelines, and evolve our MonoRepo architecture. If you thrive in a fast-paced agile environment, enjoy applying graph engineering principles and advanced data modelling (including DynamoDB Single Table Design), and are keen to mentor others while exploring exciting areas like generative AI, multi-tenant systems, and modern authentication protocols, then join us and shape the future of our platform. What you'll be doing: Designing, developing, and deploying complex cloud-native serverless and containerized applications primarily using NodeJS, TypeScript, and Express. Architecting and implementing scalable microservices, leveraging AWS services such as ECS, S3, DynamoDB, and API Gateway. Driving technical requirements, defining architectural decisions, and establishing best practices for robust and efficient cloud solutions. Implementing and managing Infrastructure-as-Code (IaC) solutions, potentially utilizing tools like Pulumi for automation. Championing DevOps principles and establishing robust CI/CD pipelines to automate software delivery and operations. Working within and evolving a MonoRepo architecture (eg, NRWL NX), ensuring code quality and maintainability across services. Applying graph engineering principles and advanced data modelling techniques, including potentially DynamoDB Single Table Design, for optimized data solutions. Collaborating effectively within a fast-paced agile development environment, ensuring timely delivery of high-quality software. Mentoring and instructing fellow team members on best practices, technical skills, and architectural patterns. Communicating complex technical concepts clearly, both verbally and in writing, to technical and non-technical stakeholders. What we want from you: Complex cloud-native serverless and containerised applications experience AWS services: S3, DynamoDB, ECS Strong NodeJS + TypeScript experience MonoRepo architecture (eg NRWL NX) Express applications with Docker containers deployed to ECS Familiar with IaC API Gateway and microservices patterns DevOps principles and CI/CD automation Strong communication skills (written and spoken) Graph engineering principles and data modelling Experience in fast-paced agile environments Self-motivated with ability to define and drive tech requirements Experience defining technical requirements and architecture decisions Comfortable instructing and mentoring others Desirable Attributes: Pulumi for Infrastructure-as-Code Automated testing experience (Jest, Playwright) DynamoDB Single Table Design OAuth 2.1 and SSO/OIDC implementation MCP (Model Context Protocol) experience Architecting multi-tenant systems with data isolation Modern authentication protocols (OAuth2.1, OIDC) Generative AI: LLMs and Image Diffusion models What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritise your career development and help you grow your skills. We'll empower you to make a difference, allow you to be yourself, and respect who you are. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart , fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage , inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.
