eCommerce Delivery Manager/Digital Producer
Tryzens, Australia

Tryzens Australia is a fast growing international eCommerce solutions consultancy based in both Melbourne and Sydney, Australia. Our areas of expertise include delivery of eCommerce solutions, multi-channel retail solutions and project management amongst others. Our head office is based in the London, with delivery centres in Sofia, Bulgaria and Trivandrum, India. We provide best of breed solutions and services to Australia and New Zealand’s leading retailers, brands and enterprise clients.

We have built our delivery focused reputation locally and internationally upon technical innovation, in-depth business/industry knowledge, and creative vision, all of which supports our objective of helping clients to gain true value from eCommerce. We have a platform-neutral independent approach working with the world’s leading technology partners (Salesforce Commerce Cloud [formerly known as Demandware], Magento, IBM Websphere, Hybris, and EPiServer).

The Delivery Manager (DM) project manages multiple clients post launch eCommerce IT optimisation roadmap, driving our clients exciting business goals and leading innovation in Australia’s eCommerce industry, using a variety of delivery methodologies (Agile/Waterfall) and managing multiple development teams located internationally. The DM also oversees In Life services working closely with our Service and Support team, to ensure the Service Level Agreements (SLAs) are being met for incident and problem management, monitoring and more.

The DM will be our client’s main point of contact, working closely with our Delivery Lead and Client Success Manager to ensure Tryzens are providing a high level of service and delivering high code quality projects on time and to budget. Our clients are our partners and we value ourselves on the strong partnership we build with each client, with the DM role as an integral part of this relationship.

Project Management

• Work with Tryzens internal teams and client to build client optimisations road map
• Work with client and Tryzens practices to ensure road map stories requirements have been captured are technically sufficient, including facilitating discovery workshops
• Project Manage client optimisations road map including creating project timeline, risks, dependencies, commercial approval, and deliver items prioritised by client in an ongoing sprint model
• Plan/book project resources to deliver all delivery items in line with project release plans
• Facilitate all project meetings focused on status reporting, problem resolution, feedback
• Managing off-shore project delivery team, ensuring collaboration and clear communication between team members
• Working with 3rd parties on risks and dependencies to projects/sprints
• Weekly project/sprint status, financial and schedule reporting to stakeholders
• Deliver all releases to budget and to agreed timelines
• Create and communicate release schedules

Client Engagement

• Take ownership of all direct communication with the customer and resolve escalations with autonomy within the scope of our service offering
• Collaborate effectively with internal and external colleagues to build a first-class customer relationship with the objective of making every customer a lifelong customer
• Uncover and recognise any risks that threaten customer satisfaction or renewal; executing mitigation plans for all risks
• Work closely with the Client Success team to identify, develop, and realise new opportunities within existing customer accounts ensuring customer growth, satisfaction and contract renewals.
• Conduct regular reviews with client to review services delivered
• Listening to customers carefully and truly understanding customers’ key business issues and opportunities in order to deliver business impacting results
• Build a strong, transparent and trust-based relationships with clients

In Life Services

• Work with support team to ensure all incidents are resolved within SLA and monitoring is in place and set up correctly.
• Maintain an active Continual Service Improvement programme to establish the root cause of problems and fix these through ongoing road map delivery releases.
• Maintain day to day accountability for the ownership and resolution (including any referral or escalation as may be necessary) of Service issues
• Ensure all effort expended is reported accurately and billed in line with the client contracts

Requirements

Essential Skills amp; Experience

• Agency or Service Integrator experienc

Job Rewards and Benefits