Overview
SPEED & SPIRIT are values that guide our approach. This role is for a Senior Service Manager within Global DTC Technology at PUMA, focusing on incident management, production support governance, operational escalations, and cross-functional coordination across Product, Engineering, Platform Operations, and Business teams. The role acts as a central coordination point during incidents, go-lives, hypercare phases, and other critical operational situations to ensure fast alignment, structured communication, and efficient issue resolution.
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 hypercare 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
Qualifications
* 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 hypercare 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
Equal Opportunity
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 a core principle at PUMA and we do not tolerate harassment or discrimination. No automated systems or AI tools are used to make hiring decisions. Any AI use is limited to isolated organizational steps (e.g., scheduling interviews) and does not influence hiring decisions. We strive to create spaces where everyone is welcome, celebrated, and empowered to contribute authentically.
PUMA is a global sports brand creating footwear, apparel, and accessories. The PUMA Group owns PUMA, Cobra Golf, and stichd, and operates in 120+ countries with around 22,000 employees worldwide.
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