Senior Service Manager – DTC TechOps & Production Operations

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine.

Your Mission

As Senior Service Manager within Global DTC Technology, you will drive operational stability and service excellence across PUMA’s global DTC Technology landscape. The role focuses on Incident Management, Production Support governance, operational escalations, and cross‑functional coordination across Product, Engineering, Platform Operations, and Business teams. You will act as a central coordination point during incidents, go‑lives, hyper‑care phases, and critical operational situations to ensure fast alignment, structured communication, and efficient issue resolution.

Key Responsibilities

• Lead and coordinate Major Incident Management across global DTC platforms and services
• Act as central coordination bridge between Engineering, Product, Operations, and Business stakeholders
• Drive operational escalations and coordinate resolution of critical production issues
• Orchestrate support activities during incidents, go‑lives, and hyper‑care phases
• Ensure clear stakeholder communication during operational disruptions
• Improve incident processes, escalation flows, and service governance standards
• Drive continuous improvement based on incident trends, root cause analysis, and operational KPIs
• Coordinate operational support activities across global teams
• Support operational reporting, KPI tracking, and service transparency

Your Talent

We are looking for a strong operational leader with proven experience in Incident Management, TechOps, Service Management, or Production Support within complex digital or eCommerce environments. The ideal candidate combines strong coordination and stakeholder management capabilities with a hands‑on execution mindset and the ability to stay structured and calm during critical operational situations.

Qualifications

You should bring:

• Several years of experience in TechOps, Incident Management, Service Management, or Production Support
• Strong experience coordinating cross‑functional teams during major incidents, escalations, go‑lives, or hyper‑care phases
• Experience working in global eCommerce, retail, or digital platform organizations
• Strong communication and stakeholder management skills across technical and business teams
• Ability to drive alignment and orchestrate activities across Engineering, Product, Operations, and Business stakeholders
• Strong ownership mentality, problem‑solving capabilities, and operational execution focus
• Experience working within distributed and international delivery organizations
• Familiarity with modern digital commerce landscapes and operational dependencies across platforms, integrations, and third‑party services
• Comfortable working in agile and fast‑paced environments

Preferred qualifications

• Experience with SFCC, OMS, Payments, App, or composable commerce environments
• Exposure to cloud operations, observability, or platform operations setups
• Experience supporting global rollouts and large‑scale production environments

Education

• Bachelor’s or Master’s degree in Information Technology, Business Information Systems, Engineering, or a related field preferred
• Comparable practical experience is equally valued

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.