Technical Service Delivery Manager

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MORO TECH

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

Consulting • SaaS • Digital Transformation

MORO TECH is a company providing business transformation solutions aimed at delivering long-term impact and accelerating the evolution of organizations. With expertise in strategic consulting, business planning, financial management, digital transformation, and product ideation, they focus on technology-enabled solutions that facilitate data-driven decisions to enhance competitive advantage. As a member of MORO GLOBAL, a multinational business conglomerate, MORO TECH leverages cutting-edge technologies to enable seamless collaboration and foster innovation in the digital economy.

📋 Description

• Lead the daily incident management process across all supported applications, ensuring incidents are reviewed, prioritized, and progressed based on business impact. • Organize and facilitate daily incident review meetings, reviewing application health, critical incidents, SLA performance, and operational risks. • Monitor ServiceNow queues, SLAs, KPIs, ticket hygiene, and process compliance to maintain clear operational visibility and control. • Coordinate incident resolution activities across L2, L3, vendors, business teams, and other technical stakeholders. • Validate incident severity, impact, priority, technical evidence, and closure quality before completion. • Lead L2 activities during Major Incidents, including technical bridge coordination, resolution tracking, stakeholder communication, and escalation when required. • Facilitate post-major incident reviews, ensuring lessons learned are documented, owned, and followed through to completion. • Perform technical triage for complex incidents by reviewing logs, monitoring alerts, system behavior, and available diagnostic evidence. • Guide engineers during troubleshooting and ensure sufficient technical analysis is completed before escalation to L3 or engineering teams. • Coordinate application releases with L3 engineering teams, validating release readiness, deployment plans, rollback strategies, and post-deployment checks. • Support emergency releases and hotfix implementation while ensuring appropriate risk assessment, communication, and approval steps are followed. • Participate in CAB and change approval activities, representing operational readiness, service impact, and technical risk considerations. • Drive problem management for recurring incidents by leading root-cause analysis, coordinating permanent fixes, and tracking corrective actions. • Support availability, service reliability, and operational resilience through proactive monitoring, trend analysis, and continuous improvement initiatives. • Maintain audit readiness and ensure adherence to ITIL processes, operational standards, documentation practices, and knowledge management expectations.

🎯 Requirements

• 5+ years of experience in Technical Service Delivery, Application Support, IT Operations, Production Support, or a similar technical leadership role. • Strong hands-on understanding of incident management, major incident management, problem management, change management, and release coordination. • Experience leading technical incident triage, troubleshooting coordination, escalation management, and operational decision-making under pressure. • Ability to review logs, monitoring alerts, application behavior, technical evidence, and service health indicators to support incident investigation. • Good understanding of application support models, L2/L3 collaboration, vendor coordination, production deployments, rollback planning, and post-deployment validation. • Experience using ServiceNow or similar ITSM platforms to manage queues, SLAs, KPIs, ticket quality, reporting, and process compliance. • Strong communication skills, with the ability to translate technical issues into clear updates for business stakeholders and senior audiences. • Analytical mindset with experience driving root-cause analysis, recurring incident reduction, corrective actions, and continuous improvement. • Ability to guide engineers, challenge technical assumptions, and maintain ownership of resolution progress without necessarily being the final code-level resolver. • Strong organization, prioritization, accountability, stakeholder management, and operational governance skills.

🏖️ Benefits

• A competitive compensation package that grows with your impact. • Annual Performance and Salary Reviews to celebrate your progress. • Monthly Meal Vouchers to fuel your creativity. • Premium Private Health Coverage for you and your family. • Extra vacation days to recharge and explore. • Yearly training budget to master new skills. • Cutting-edge tech setup with optional upgrades to customize your gear. • Structured growth plans and regular progress check-ins.