We are Intershop - We're built to boost your business!
As an e-commerce pioneer, we have set standards in the development of software for digital commerce for almost 30 years. With our cloud offering and as a Microsoft partner, we transform the challenges of the digital world into business success stories. Our e-commerce platform offers manufacturers and wholesalers everything they need to digitize and transform their business processes.
We invite you to join our team of 300 experts to drive customer success.
Your mission
As a Managed Services Manager (m/f/d), you will lead technical resources and manage enterprise e‐commerce solutions. Your responsibilities span leadership, customer management, technical support, and process improvement.
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 successful implementation of enterprise e‐commerce solutions.
* Guide project managers, developers, QA resources, and other technical specialists on application projects.
* Foster open communication, coach, mentor, and perform performance management.
* Set and track team goals and targets, aligned with SLAs and internal processes.
* Conduct structured team meetings with defined agendas and allocate tasks.
* Facilitate knowledge transfer and career development through training and external upskilling opportunities.
Customer & Project Management
* Serve as first‐level escalation point for major issues across key enterprise accounts.
* Manage communication with internal client teams and stakeholders to address current issues and anticipate future requirements.
* Assist in Pre‐Sales and Sales cycles, providing Managed Services input.
* Champion APAC Managed Services needs with headquarters, coordinating dependencies.
* Stay informed on all ongoing Consulting Team projects and identify points of escalation.
* Maintain awareness of Intershop product and service offerings, functionality, and updates.
Technical Responsibilities
* Build, configure, support, and maintain enterprise server and backup solutions.
* 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 share knowledge effectively.
* Keep 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.
* Create technical and design specifications, plan initiatives, and manage 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.
* Manage defect handling, maintenance resolution, and detailed post‐mortem reports.
* Proactively lead performance tuning, system/application patching, and optimization.
* Create and maintain comprehensive documentation for server/network topology and configurations.
* Manage Managed Services expenses to maintain positive EBIT.
* Assist with monthly reporting, forecasts, budgets, and financial reporting.
* Develop strategies to improve operational performance, reliability, and cost‐effectiveness.
Your profile Interpersonal & Managerial Qualifications
* Excellent interpersonal and written communication skills; able to liaise professionally with enterprise customers.
* Proven ability to work productively 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, identifying revenue opportunities and internal cost savings.
* Diplomatic interaction with customers, staff, and contractors, focusing on resolution.
* Experience developing costing models for Managed Services offerings.
* Ensuring high‐quality, up‐to‐date documentation for all service arrangements.
* Creating and maintaining comprehensive documentation of server and network topology, equipment, and configurations.
Technical Qualifications
* 5+ years of experience 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 possess certifications for Azure, Kubernetes, and ITIL v4.
What we offer
Varied and challenging tasks: with more than 300 customers, a global network of partners and an international team, you won't get bored easily.
Personal and professional development: from table football to training, coffee to coaching—Intershop is the place to grow.
Work in other countries and on international projects: San Francisco, Jena, Melbourne—our expertise is global.
A motivated and highly qualified team: 300‐strong staff shares a single goal—to be the best together.
Flat hierarchies and an open business culture: we look for strong personalities, not cubicle clones.
Cutting‐edge technologies and market‐leading products: our products and services are the backbone of modern online commerce.
We are looking forward to your application! If you do not meet all criteria, let's talk—we will find a way together.
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