Managed Services Manager Melbourne

We are Intershop - We're built to boost your business!

As an e-commerce pioneer, we have been setting 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.

If you would like to join the #bestteam and start the revolution of our customer businesses together with the 300 Intershop experts, then apply today!

As a Managed Services Manager (m/f/d), your responsibilities will be broad and varied, encompassing both technical and managerial aspects. The successful candidate will be expected to:

• Leadership & Team Management
• Lead a team of technical resources, ensuring project deliverables are completed on time, within budget, and to specification.
• Provide guidance and direction to project managers, developers, QA resources, and other technical specialists on application projects.
• Foster open communication within the team, coaching, mentoring, and performance‑managing team members where necessary.
• Set and track team goals and targets, aligned with agreed SLAs, internal projects, and processes.
• Conduct structured team meetings with defined agendas, allocate tasks, and ensure team members understand expectations and outcomes.
• Facilitate knowledge transfer and career development for team members through training or external upskilling opportunities aligned with business needs.
• Customer & Project Management
• Serve as the first‑level escalation point for major issues across key enterprise accounts.
• Manage communications with internal client teams and stakeholders to address current issues and proactively plan for future requirements.
• Assist with Pre‑Sales and Sales cycles for existing and new customers, providing Managed Services input as required.
• Champion APAC Managed Services needs with headquarters, coordinating on dependencies such as infrastructure, product knowledge, technology, or resources.
• Maintain awareness of Intershop product and service offerings, functionality, and updates.
• Technical Responsibilities
• Build, configure, support, and maintain enterprise server and backup solutions.
• Analyze, 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 ensure knowledge is effectively shared across the team.
• Stay 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 for business and IT initiatives.
• Create technical and design specifications, plan and develop initiatives, and install, configure, manage, and maintain 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 in collaboration with the Release Management Manager.
• Manage defect handling, maintenance resolution, and provide detailed post‑mortem reports for larger issues.
• Proactively lead performance tuning, system/application patching, and optimization for enterprise customers.
• Create and maintain comprehensive documentation for server/network topology, equipment, and configurations.
• Manage Managed Services expenses to maintain positive EBIT.
• Assist with monthly reporting, forecasts, budgets, and financial reporting as required.
• Develop strategies to improve operational performance, reliability, and cost‑effectiveness.

We are looking for a Managed Services Manager (m/f/d) who is energetic, proactive and experienced. You should combine strong technical expertise…