The OMS Digital Service Delivery Manager will be responsible for the Order Management System (OMS) platform operations across North Asia and SAPMENA, ensuring end-to-end order lifecycle reliability, stability, and continuous improvement across B2C digital channels.
The OMS platform is powered by Anchanto, supporting critical commerce capabilities including order processing, inventory management, and payment processing across multiple markets.
This role combines Service Delivery Management (70%) and Quality Assurance & Testing (30%) responsibilities. The ideal candidate should have a curious, automation-driven, and continuous improvement mindset, with a strong functional background. Exposure to technical tools such as BI, SQL, or coding would be an advantage.
Responsibilities
- Proactively drive project-to-operation transitions by following established guidelines to ensure smooth and successful handovers for all projects.
- Proactively manage and reduce ticket backlogs through robust SOPs, prioritization frameworks, and close monitoring, with a focus on resolving root causes rather than symptoms.
- Own communication and RCA follow-up for critical incidents through to problem ticket closure; reduce false P1 inbound volume through governance improvements and end-user training.
- Continuously improve cross-functional support workflows to maximize efficiency across OMS-integrated domains (eCommerce, fulfillment, logistics, CRM, marketplace integrations, etc.).
- Establish and continuously improve end-to-end data monitoring and recovery SOPs to ensure OMS data integrity across order flows within the platform.
- Provide dedicated support during peak commerce periods (Double 11, Double 12, Black Friday, Christmas, etc.), coordinating extended support windows and rapid response protocols.
- Standardize IT service delivery quality with Anchanto and integrated vendors by enforcing SLA frameworks, defining KPIs, MTTR targets, and system uptime expectations.
- Ensure knowledge bases and SOPs related to Anchanto OMS operations are maintained and kept up to date in ServiceNow Knowledge Base (SNOW KB) and Confluence.
- Contribute to defining test strategies for Anchanto OMS releases, patches, and integrations — covering functional, regression, integration, and UAT phases.
- Write structured, and reusable test cases aligned with Anchanto OMS business scenarios (order creation, fulfilment routing, cancellation, returns, inventory updates, marketplace sync, etc.).
- Understand and apply QA best practices; and ensure testing gates are respected before any production deployment.
- Test automation initiatives to reduce manual regression effort and improve release velocity; identify Anchanto test cases suitable for automation.
- Analyzeincidents trends and test coverage gaps within Anchanto; proactively recommend improvements to testing processes and tooling.
Profile
- At least 3-5 years of experience in Digital IT operations within a multicultural environment. Hands-on experience with OMS, marketplace, or WMS platform integrations is strongly preferred.
- Solid understanding of QA processes, test case development, defect lifecycle management, and regression testing methodologies.
- Proactively identifies opportunities to automate repetitive tasks, testing cycles, and monitoring processes.
- Demonstrates a strong focus on improving service quality, reducing operational friction, and enhancing the end-user experience.
- Proven ability to gather and manage business requirements, align stakeholder expectations, facilitate cross-functional collaboration, and communicate effectively across all organizational levels.
- Working knowledge of ServiceNow (SNOW) for incident, problem, and backlog management is required.
- Excellent written and verbal communication skills in English.
- ITIL Certification
- PMP Certification
