Ecommerce Service Delivery Manager Full Time

About Us

Hawes & Curtis is a quintessentially British heritage brand with a legacy in luxury shirting, fine tailoring, and stylish casualwear. With a strong reputation for quality and timeless design, we are proud to dress the modern gentleman and woman with impeccable craftsmanship and style.

The Role

As an Ecommerce Service Delivery Manager, you will play a pivotal role delivering and enhancing the digital experience for our customers. Working cross-collaboratively with web development and ecommerce teams, you will oversee the coordination, planning, and execution of all technical implementations, platform enhancements, and third-party integrations.

Responsibilities & Duties

Project & Delivery Management

• Manage the end-to-end delivery of ecommerce projects, including new features, platform improvements, integrations, and system upgrades, ensuring alignment with business priorities.
• Monitor progress and proactively identify risks, issues, and dependencies to keep projects on schedule.
• Maintain clear documentation, roadmaps, and implementation plans for all digital initiatives.

Cross-Functional Collaboration

• Serve as the primary liaison between ecommerce, web development, design, content, merchandising, and external development partners.
• Partner with the Ecommerce team to ensure strong governance, accurate reporting and clear communication across delivery steams.
• Facilitate regular project meetings, sprint planning, and monthly/weekly service review sessions to drive consistent communication and accountability.

Quality Assurance & Operational Excellence

• Oversee testing, QA processes, and validation of all site releases to ensure accuracy, performance, and brand consistency.
• Ensure integrations—such as payment gateways, fulfilment partners, customer service tools, analytics, and CRM systems.
• Maintain high operational reliability by reviewing issues, troubleshooting platform problems, and coordinating swift resolutions.
• Commercially aware, with a good understanding of contract management and profitability analysis.

Stakeholder Communication

• Provide clear, structured updates on project status, risks, and next steps to senior stakeholders.
• Support business teams with training, documentation, and guidance on new tools and processes.
• Translate business requirements into actionable technical briefs, ensuring clarity for all contributors (including a non-technical audience)

Skills & Experience

• Proven experience in service delivery management, or similar experience in project management.
• In depth knowledge of IT infrastructure, networks, and emerging technologies
• Solid understanding of the Cloud, ecommerce platforms, digital transformation, development workflows, and integration processes.
• Excellent communication skills and ability to translate technical concepts into business language and influence senior stakeholders.
• Highly organised, detail-driven, and comfortable managing multiple projects simultaneously.
• A passion for elevating the digital presence of a premium, heritage-driven brand.

*Please note this role is based 4/5 days on-site