Technical Service Delivery Manager

Why Valtech ? We’retheexperience 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.
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

As a Technical Service Delivery Manager , you are passionate about experience innovation and eager to push the boundaries of what is possible. You bring a strong technical background, a growth mindset and a drive to make a lasting impact.
You will thrive in this role if you are:

- A curious problem solver who challenges the status quo

- A collaborator who values teamwork and knowledge-sharing

- Excited by the intersection of technology, creativity and data

- Experienced in Agile methodologies and consulting (a plus)

Role responsibilities

Incident analysis and diagnosis (first-gate triage)

- Act as the first gate for incoming issues: conduct a primary assessment of the user's expectations, actual outcomes and business/functional context before an issue is passed on for deeper investigation.

- Guide and coordinate the support team in reproducing issues, identifying their scope, and distinguishing genuine defects from configuration, data, or usage-related problems.

- Oversee the team's analysis of application logs and source code to validate or eliminate potential causes.

- Ensure that any issue escalated to development teams arrives with clear documentation and a well-founded root cause analysis - not raw, unqualified reports.

L3 support oversight

- Ensure the team carries out configuration updates, data validation, and corrections when required.

- Identify recurring issues and drive the team toward permanent solutions instead of temporary workarounds.

- Coordinate regression testing activities to support the stability of new releases.

Service and team management

- Oversee day-to-day support operations, including ticket triage, prioritization, and workload management.

- Act as the primary point of contact between business stakeholders and development teams.

- Monitor and report on key service metrics, including response times, resolution times and escalation rates.

- Manage service delivery operations, ensuring the team has the expertise, processes, and support needed to meet agreed service levels.

Must have qualifications

To be considered for this role, you must meet the following essential qualifications:

- Experience in software development, followed by hands-on L3 application support.

- Ability to understand and assess Java-based solutions, enabling effective service oversight, incident management, and collaboration with technical teams.

- Strong business and functional mindset, with the ability to understand user needs before investigating technical issues.

- Previous experience coordinating or mentoring a team, whether formally or informally.

- Practical experience working with ServiceNow and Jira.

- Strong communication skills with both technical and non-technical stakeholders.

Nice to have qualifications

- Experience in QA automation or QA leadership roles.

- Familiarity with ITIL practices and service management principles.

If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech , we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn.
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