Project Manager (SAP Commerce Cloud/Hybris)

About Ricksoft Singapore

At Ricksoft Singapore, we believe technology should enable better ways of working, not create more complexity. We are a digital transformation consultancy that partners with organisations to redesign business processes, improve service management and implement modern enterprise solutions that drive meaningful outcomes.

Combining strategic advisory with deep technical expertise, our consultants work alongside clients from discovery through implementation and continuous improvement.

As part of the global Ricksoft Group (Japan), we are passionate about helping organisations embrace innovation, unlock productivity and deliver exceptional experiences for both employees and customers.

About the Role

We are looking for a seasoned Project Manager to head a large scale eCommerce Operations Centre of Excellence (CoE) for one of our key international clients — a multi-market enterprise eCommerce platform built on SAP Commerce Cloud (Hybris) and integrated with a wide landscape of enterprise and legacy systems.

As Project Manager of this project, you will be the single point of contact with the client's regional leadership and will be accountable for the end-to-end performance of a 40+ member operations team based in Vietnam. This is a senior, client-facing leadership role based permanently onsite at the client's regional office in Singapore.

You will:

• Own the engagement — act as the single point of contact (SPOC) and the primary escalation point for the client on all cross-pillar matters
• Own performance — be accountable for SLA, headcount, and compliance outcomes across Tech, Merchandising, and QA
• Lead the leaders — align priorities, resourcing, and reporting with the Tech Lead, Merchandising Lead, and QA Lead
• Drive governance — represent Ricksoft in all weekly, monthly, and quarterly governance meetings with senior client stakeholders

Key Responsibilities

1. Leadership Engagement & Stakeholder Management

• Serve as the single point of contact between Ricksoft and the client's regional headquarters and country business teams; build trusted relationships with business, platform, and IT stakeholders.
• Coordinate with the client's other support teams, development vendors, DevOps, and third-party integration partners to drive cross-team issues to closure

2. SLA & Service Performance Management

• Own the SLA across all three pillars — ticket resolution, initial response, and Business Validation Testing (BVT) — under a penalty-bearing contract with a 97%+ monthly target
• Monitor SLA performance daily in Jira, identify breach risks early, and take corrective action through re-prioritisation, resource reallocation, or escalation
• Remain accountable for tickets handed over to other support teams or partners, and actively follow up until closure.

3. Incident & Escalation Management

• Act as the primary escalation point for critical incidents; ensure a Person-in-Charge is assigned to every major incident bridge call, including out-of-hours on-call coverage
• Ensure timely communication of initial notifications, Root Cause Analysis (RCA) within 72 hours, and Corrective & Preventive Actions (CAPA) with clear owners and due dates
• Maintain a complete, auditable incident log and drive recurring-issue elimination

4. Reporting & Governance

• Prepare and present weekly, monthly, and quarterly reports covering SLA performance, incidents, headcount, BVT, projects, enhancements, and risks
• Drive continuous improvement — analyse trends, propose automation and process optimisation, and lift team productivity

Requirements

Must-Have — SAP Commerce Cloud (Hybris) & eCommerce Domain

• More than 8 years of experience in IT delivery, application support, or IT service operations, including at least 3 years of hands-on experience with SAP Commerce Cloud (Hybris) — as a technical lead, solution architect, functional consultant, or platform operations lead (mandatory)
• Solid understanding of the Hybris platform: data model (catalogs, products, prices, stock, orders, warehouses, multi-site/base store), Backoffice, Impex, FlexibleSearch, and the promotion and coupon engine
• In-depth knowledge of eCommerce business flows or complex sales management systems
• Proven experience working with large-scale legacy systems and multi-system integration such as ERP
• Proficiency with Jira (ticket management, workflows, SLA tracking, reporting) and Confluence (knowledge base, documentation)

Must-Have — Leadership & Service Management

• 5+ years of team leadership, including at least 3 years managing a large multi-disciplinary team (leading through leads) in production support, managed services, or an operations CoE
• Proven track record of running SLA-driven operations with penalty clauses, KPI dashboards, and contractual performance reporting
• Strong incident, problem, and escalation management capabilities (RCA, CAPA)
• Extensive experience working directly with end clients and senior stakeholders — managing expectations, negotiating priorities, and handling escalations with professionalism and composure

Must-Have — Communication & Location

• Fluent English at full professional proficiency — able to lead governance meetings, negotiate, present to senior and executive stakeholders, and write clear, concise reports; all client interactions are in English
• Must be based in Singapore and able to be based permanently on-site at the client's regional office, with occasional travel
• Flexibility to support out-of-hours critical incidents and major launch events when required

Nice-to-Have

• SAP Commerce Cloud certification
• Experience with Adobe Experience Manager (AEM), particularly its integration with Hybris
• Experience with SAP ERP integration patterns (order, stock, and pricing flows)
• Experience in regional, multi-country eCommerce operations across Southeast Asia or Asia-Pacific
• Exposure to B2B2C and omni-channel models (e.g., employee purchase programmes, SMB stores, online-to-offline)
• Experience leading service transitions or vendor takeovers
• Experience applying automation or AI-assisted tooling to operations within a governed framework
• Proficiency in Vietnamese, to engage directly with the Vietnam-based operations team

Compensation & Benefits

• Base Salary: SGD 6,000 – 10,000 per month, depending on qualifications, experience, and expertise.
• Performance-Based Bonus: Annual performance bonus based on individual achievements, business outcomes, and company performance.
• Professional Development: Opportunities for professional certifications, leadership development, and continuous learning.
• Regional Exposure: Opportunities to collaborate with regional and international teams, with business travel expenses covered by the company.
• Career Growth: Opportunity to lead strategic initiatives, build technical capabilities, and contribute to business growth across regional markets.
• Benefits: Standard employee benefits in accordance with company HR policies, including healthcare coverage.

The final salary and job level will be based on the candidate’s experience, technical capabilities, customer-facing skills and familiarity with relevant platforms and processes.

Skills

Large Systems Integration, SAP Commerce Cloud, E-Commerce, Hybris, Service Level Agreement, Itsm, Problem Analysis, Documentation, KPI Dashboards, Service Leadership, Trusted Business Partner, Client Support Services, Sla Management, Single Point of Contact, Coordinates Work, Stakeholder Management