Head of Production & Run – eRetail

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About the role

Head of Production & Run- eRetail ( all genders) Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience. Context Within a leading luxury client, Valtech operates as a strategic technology partner under a factory-based delivery model focused on performance, transformation and scalability. As a Head of Production & Run you will the smooth operation of stores, e-commerce platforms and payment flows through a eRetail Production Control Tower, driving the shift from reactive incident management to proactive, KPI-driven operations. Scope includes 46 applications, coordination of onshore/offshore teams, maintenance partners, service desk and product squads. The opportunity At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries. We are proud of: • The work we do and the innovation we drive • Our values of share, care and dare • A workplace culture that fosters creativity, diversity and autonomy • Our borderless, global framework, which enables seamless collaboration The role Ensure the reliability and continuity of e-commerce and payment operations across day-to-day activities and critical launches. Lead the transition from reactive incident management to a proactive, structured and KPI-driven operating model through a eRetail Production Control Tower. Scope • 70 SFCC instances across 9 global brands, supporting approximately 100 e-commerce sites worldwide. • Coordination of onshore/offshore teams, application maintenance partners, service desk and product squads. Key Responsibilities • Lead Production Operations: Establish and run the eRetail Production Control Tower, driving operational planning, governance and readiness. • Resolve Incidents & Prevent Recurrence: Prioritise escalations, lead major incident resolution and implement lasting corrective actions. • Secure Releases & Critical Events: Anticipate releases for Support, plan Support post Go Live hypercare and monitoring. participate Go/No-Go meetings. Prepare teams for major launches and peak periods. • Align Global Teams & Partners: Coordinate regional stakeholders, product squads and service providers, ensuring clear communication and executive reporting. • Automate & Optimise Operations: Deploy AI-driven monitoring, automate repetitive tasks and implement ITIL-based continuous improvement. • Drive Service Performance: Track KPIs and SLAs, improve service quality, and manage vendor performance, contracts and budgets Your Profile As a Head of Production & Run your role is to ensure reliable, seamless e-commerce operations worldwide by moving from reactive incident management to a proactive, performance-driven operating model that improves service stability, customer experience and operational efficiency. Must have qualifications To be considered for this role, you must meet the following essential qualifications: • 10+ years of experience in IT production and operations, including at least 5 years leading multiple teams. • Proven experience managing business-critical e-commerce platforms in a global environment. • Strong knowledge of ITIL practices and tools such as ServiceNow, Jira and Confluence; e-commerce platforms (ideally Salesforce Commerce Cloud). • Demonstrated experience managing service providers, contracts and SLA commitments. • Strong leadership, crisis management and stakeholder engagement skills, wit

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