Service Delivery Manager

mdf commerce inc. is a global leader in the development of a broad set of software-as-a-service (SaaS) solutions that optimize and accelerate commercial interactions between buyers and sellers. Our platforms and services empower businesses around the world, allowing them to generate billions of dollars in transactions on an annual basis. Orckestra is mdf commerce’s enterprise eCommerce platform. We are a team of commerce specialists that create modern shopping experiences online and in-store for some of the world’s leading retailers and brands. We are passionate about the future of retail and are helping our customers lead by blending digital commerce and physical stores into a new generation of omnichannel experiences.

As our Service Delivery Manager, you and your team will help our European customers deploy and manage successful enterprise commerce solutions. In this role you will manage and grow our local Customer Support organization who will report directly to you. In addition, you will also provide local leadership for our European professional services team ensuring successful deployments and related communications for our customers. We are growing fast and are looking for a key leader that can help us successfully scale our base of customers in the region.

Main Responsibilities

Manage and grow our customer support organization in Europe.
Lead the development of processes and tools for your support team.
Work closely with the Professional Services to ensure successful solution deliveries and strong working relationships with customers in your region and develop scalable processes for local solution project delivery, support various DevOps initiatives, and integration of post-delivery support.
Ensuring strong collaboration between teams in Europe (current locations in Copenhagen and Kyiv).
Engage directly with our customers in key meetings and business reviews to improve quality of service.
Innovate and drive change.
Manage key support and service delivery metrics.

Scaleup

Complexity of the role

Influence

About mdf commerce

A well-established Quebec company since 1996, we are experts in the development and operation of electronic business networks. With 600+ employees in Canada, the United States, Europe and China, mdf commerce strives to provide a work environment that focuses creativity, flexibility and collaboration. Only selected candidates will be contacted, but we thank you for your interest in the company.

mdf commerce adheres to an equity and equality in employment program.

Desired Profile

Customer facing leader that has built and grown customer facing teams.
Experience in a growing SaaS-based company, preferably in the enterprise space.
Strong technical aptitude: you understand software, cloud, and the types of problems that arise with large enterprise platforms.
You have led, grown, and developed teams before, demonstrating an ability to hire strong performers and keep them engaged.
Autonomous and enjoy a technical deep-dive and problem solving.
Resourceful and proactive in your approach to managing internal and external stakeholders.
Flexible and a collaborator committed to the success of the entire team.
Savvy and nimble, quick to catch onto new tech and systems, juggling both the needs of our customers and our products and services.
Strong communication skills.
Experience in ecommerce, retail, and/or payment systems, knowledge of Cloud concepts and supporting cloud-hosted products, ideally on Microsoft Azure (an asset)

Qualifications

Seasoned leadership with 7+ years leading technical support and/or professional services teams, including teams solving deep technical problems.
Bachelor’s degree in a technical discipline.

Are you the candidate we seek?

Then please reach out to:

Bjorn Andersen

Advenio People P/S

bjorn@adveniopeople.com

DK: +45 31 54 70 40

Service Delivery Manager

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