eStore Service Manager

Job Title: eStore Service Manager

Location: Dubai

Salary: AED 18,000 – 20,000

Job Code: 306/001/079

Industry: Information Technology

Job Brief:

We are seeking an experienced eStore Service Manager to oversee the technical operations of our global e-Store business platform. This role will lead regional L2 and L3 support teams, ensure seamless platform operations, and serve as the primary liaison between regional ITC teams and the global maintenance team. The ideal candidate will have deep expertise in SAP Hybris, strong operational management skills, and the ability to drive continuous improvement in service delivery.

Job Responsibilities:

• Act as the main point of contact for eStore support services across the assigned region.
• Provide technical consultation and advice to Regional ITC teams on SAP Hybris and eStore platform solutions.
• Gather and clarify requirements from subsidiaries for eStore maintenance, enhancements, bug fixes, or code modifications.
• Coordinate with the global maintenance team to evaluate, prioritize, and manage requests.
• Plan, allocate, and monitor resources to meet delivery requirements.
• Develop and maintain detailed work plans, status reports, and delivery documentation.
• Ensure service deliverables are met or exceeded according to SLAs and client expectations.
• Support regional teams across different time zones.
• Continuously update knowledge of SAP Hybris technologies and best practices.
• Mentor, coach, and supervise regional technical team members.
• Enhance consulting skills and improve application/implementation expertise in eCommerce technologies.

Job Requirements:

• Bachelor’s degree in Computer Science, Software Engineering, or related field.
• 10+ years of operations management experience, with at least 7+ years in eCommerce platforms such as SAP Hybris.
• Strong knowledge of Hybris and ticketing tools such as JIRA.
• Proven experience managing regional/global technical teams.
• Strong background in B2B and B2C domain operations.
• Hands-on knowledge of service delivery frameworks and SLA management.
• Strong analytical, organizational, problem-solving, and communication skills.
• Track record of making operations more efficient and implementing industry best practices.