Software Engineering Manager (Fulfilment Operations)

About the Role

The position reports to the Senior Engineering Manager: Group Fulfilment Operations.

Responsibilities

• In this position you will be responsible for handling operational issues across multiple divisions which will empower you to understand and affect every part of the fulfilment process.
• This position is ideal for someone who is keen to remain hands-on as a manager while being able to tackle operational processes.
• Build and retain a high caliber engineering support team
• Support and develop the careers of members of the team
• Lead the processes within the team
• Remove roadblocks and interruptions to help the team perform
• Manage the commitments for the team, playing a key role in prioritization
• Be involved with the architectural and strategic planning with peers and senior developers
• Work with stakeholders to gather requirements, and manage expectations
• Work with all levels within the business to resolve issues.
• Track and ensure team productivity is healthy using a metrics-based approach
• Track and ensure operational excellence in the team using a metrics-based approach
• Analyze reports to identify trends in recurring issues and collaborate with stakeholders to develop and implement solutions.
• Lead operations improvement initiatives in the areas of covered by the systems being supported

Requirements

• A solutions-oriented, can-do attitude and high-energy
• Strong analytical and critical thinking, using data to inform decisions
• Solid quantitative skills
• Ability to interview and interact professionally with internal and external people
• Capability to present ideas succinctly, in writing and verbally
• Versatile and with the appetite to learn by doing
• Exceptional written and verbal communication skills
• Bachelor's Degree or Advanced Diploma in Computer Science, Engineering, or any related area of study. In the event that you do not have a Bachelor’s Degree or an Advanced Diploma, equivalent experience in the related area is sufficient.
• Good SQL/GBQ experience in a high-load environment.
• Proven experience managing multiple stakeholder relationships.
• Exposure to IT infrastructure, networking, cloud technologies, and software systems.
• Solid understanding of incident, problem, and change management processes.

Preferred Qualifications

• Experience with e-commerce-based applications is advantageous.
• Exposure to cloud infrastructure (AWS/Azure), SQL databases, API integrations, and enterprise ticketing systems (e.g., Jira Service Desk, ServiceNow, Zendesk) is advantageous.