At a Glance
- Tasks: Lead incident management and coordinate cross-functional teams for smooth operations.
- Company: Join PUMA, a global sports brand with a commitment to equality and innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Work with a diverse team and enjoy a dynamic, agile workplace.
- Why this job: Make a real impact in a fast-paced environment while driving operational excellence.
- Qualifications: Experience in TechOps and strong communication skills are essential.
The predicted salary is between 60000 - 80000 £ per year.
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.
Senior Service Manager – DTC TechOps & Production Operations in Coventry employer: PUMA SE
PUMA is an exceptional employer that champions a culture of SPEED & SPIRIT, fostering an environment where innovation and collaboration thrive. As a Senior Service Manager in Global DTC Technology, you will benefit from a dynamic work culture that prioritises employee growth through continuous improvement and cross-functional teamwork, all while being part of a globally recognised brand that values diversity and inclusion. With opportunities to lead critical operational initiatives and enhance your skills in a fast-paced eCommerce landscape, PUMA offers a rewarding career path for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Manager – DTC TechOps & Production Operations in Coventry
✨Tip Number 1
Network like a pro! Reach out to folks in your industry, especially those at PUMA. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into PUMA's values, especially SPEED & SPIRIT, and think about how your experience aligns with their mission. Show them you're not just another candidate!
✨Tip Number 3
Practice your communication skills. As a Senior Service Manager, you'll need to coordinate across teams. Try mock interviews with friends or use online platforms to get comfortable articulating your thoughts clearly.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the PUMA team.
We think you need these skills to ace Senior Service Manager – DTC TechOps & Production Operations in Coventry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Service Manager. Highlight your experience in TechOps and incident management, and don’t forget to mention any cross-functional coordination you've done. We want to see how you fit into our SPEED & SPIRIT values!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your skills align with our needs. Be sure to mention specific experiences that demonstrate your problem-solving capabilities and operational execution focus.
Showcase Your Communication Skills:Since this role involves a lot of stakeholder management, make sure your application reflects your strong communication skills. Use clear and concise language, and if possible, provide examples of how you've effectively communicated during critical incidents or escalations.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know why you’d be a great fit!
How to prepare for a job interview at PUMA SE
✨Know Your Incident Management Inside Out
Make sure you brush up on your incident management knowledge. Be ready to discuss specific examples of how you've led major incidents in the past, especially in a global context. Highlight your experience with cross-functional coordination and how you’ve driven resolutions during critical situations.
✨Showcase Your Communication Skills
Since this role requires clear communication across various teams, prepare to demonstrate your stakeholder management skills. Think of scenarios where you successfully communicated during operational disruptions and how you ensured everyone was aligned. Practise articulating these experiences clearly.
✨Familiarise Yourself with PUMA's Tech Landscape
Do some homework on PUMA’s digital commerce platforms and any relevant technologies like SFCC or OMS. Being knowledgeable about their operations will not only impress your interviewers but also show that you're genuinely interested in the role and the company.
✨Emphasise Your Problem-Solving Mindset
Prepare to discuss how you approach problem-solving, especially in fast-paced environments. Share examples of how you've improved incident processes or service governance standards based on your analysis of trends and KPIs. This will highlight your ownership mentality and operational execution focus.
