Position Overview

Seeking a highly motivated Service Delivery Manager (SDM) with strong IT support and B2B background. This individual will act as a key bridge between technology, business stakeholders, and service partners, driving stakeholder relationships and robust business partnerships. You will coordinate the remediation of platform concerns, oversee incident management via ServiceNow following ITSM standards, and maintain our IT security posture. The solution-minded candidate will cover the B2B application spectrum across the Salesforce Commerce Cloud (SFCC) ecosystem and its integrations with backend enterprise systems like SAP S/4HANA (S/4), managing initiatives across the US, Canada, and Latin America.

Key Responsibilities

- Drive Platform Operational Excellence:
- Ensure the end-to-end service delivery for Americas B2B platforms; oversee the operational impact of seasonal releases and global core updates, assuring regional business continuity and synchronization stability.
- Service Transition:
- Facilitate and monitor the project lifecycle of moving new features from "Build" to "Run" (Service Transition) ensuring enhancements, tech debt, and defect fixes transition smoothly from Build to Run with minimal business disruption.
- Service Management & ITSM: Own and drive end-to-end incident, problem, and change management processes utilizing ServiceNow and adhering strictly to IT Service Management (ITSM) best practices and SLAs.
- Primary Support Contact: Serve as the primary support contact within the Americas eCommerce Support team for B2B applications, acting as the go-to resource for B2B platform issues and site availability.
- Platform Expertise (SFCC & S/4):



Provide strong technical oversight and hands-on guidance on Salesforce Commerce Cloud (SFCC) B2B functionalities, alongside managing critical integrations with SAP S/4HANA (S/4) for order management, inventory, and fulfillment.
- Stakeholder Relationships & Business Partnerships: Cultivate strong partnerships with brand leaders, digital IT teams, and regional business units across the Americas to align support strategies with business goals and ensure transparent communication.
- Vendor & Delivery Management: Manage external support vendors and internal teams on support and project delivery—including requirement analysis, system design, triage, testing, and deployment. Prioritize support tickets and ensure adherence to KPIs and corporate standards.
- Triage & Troubleshooting: Assist with the triage and troubleshooting of complex integration and platform processes, ensuring high site uptime and availability of key B2B functions.
- Documentation & Continuous Improvement: Contribute to internal documentation, share knowledge with teammates, and drive continuous improvement initiatives to enhance support efficiency.

Core Competencies & Professional Requirements





- 3+ years of experience managing operations and supporting technical platforms and initiatives in a integral or regional capacity.
- Advanced English (mandatory)
- Strong ITSM experience and a deep working knowledge of ServiceNow for ticket management, incident workflows, and reporting.
- Demonstrated experience in managing stakeholder relationships and building business partnerships across varying levels of the organization, bridging the gap between technical teams and business units.
- Strong IT vendor management expertise.
- Excellent oral and written communication skills with the ability to break down complex technologies or problems for non-technical stakeholders.
- Experience in development and release management, requirement analysis, and technical documentation.
- Ability to successfully function in a fast-paced dynamic landscape alongside daily operational activities.
- Bachelor's degree required; people management experience preferred.
- Self-directed.

Technical Requirements

- Salesforce Commerce Cloud (SFCC) B2B / eCommerce platform / SaaS platform experience.
- SAP S/4HANA (S/4) knowledge and integration experience, understanding enterprise backend processes (order-to-cash, inventory, etc.).
- Strong understanding of integration technologies and patterns (REST/SOAP web services, Batch, EDI, SFTP/FTP).
- Familiarity with web technologies (HTML, CSS, JavaScript) and cross-browser testing.
- Proficiency in collaboration tools such as GitHub, Confluence, and ServiceNow.
- Familiarity with Microsoft Office applications (Project, PowerPoint, Excel, Word).
- Passionate about technical support, operational excellence, and continuous improvement.

📌 Service Delivery Manager (Ciudad de México)
🏢 TALENTO STARTUP SAPI DE
📍 Ciudad de México