Technical Service Delivery Manager

🔥 18 hours ago

🇲🇰 North Macedonia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Valtech

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1997

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Valtech is a global digital agency focusing on experience innovation. They strive to transform businesses through a combination of technology, marketing, and data strategies. Valtech helps companies elevate their digital presence and drive commerce strategies, enhance enterprise digital transformations, and unlock marketing and performance potential. They also utilize data and AI to help organizations harness the power of information. With offices around the world, Valtech partners with businesses to shape their digital futures, offering a range of services and insights designed to enhance customer experiences.

📋 Description

• Act as the first gate for incoming issues by assessing user expectations, actual outcomes, and business/functional context • Guide and coordinate the support team in reproducing issues and identifying their scope • Distinguish genuine defects from configuration, data, or usage-related problems • Oversee analysis of application logs and source code • Ensure escalated issues include clear documentation and root cause analysis • Ensure configuration updates, data validation, and corrections are completed when required • Identify recurring issues and drive permanent solutions • Coordinate regression testing for new releases • Oversee day-to-day support operations, including ticket triage, prioritization, and workload management • Act as the primary contact between business stakeholders and development teams • Monitor and report service metrics, including response times, resolution times, and escalation rates • Manage service delivery operations and ensure agreed service levels are met

🎯 Requirements

• Experience in software development, followed by hands-on L3 application support • Ability to understand and assess Java-based solutions • Strong business and functional mindset, with the ability to understand user needs before investigating technical issues • Previous experience coordinating or mentoring a team, formally or informally • Practical experience working with ServiceNow and Jira • Strong communication skills with technical and non-technical stakeholders • Experience in Agile methodologies and consulting is a plus • Experience in QA automation or QA leadership roles is nice to have • Familiarity with ITIL practices and service management principles is nice to have

🏖️ Benefits

• Private health insurance • Education program with training and certification • Wellbeing program • Free coffee, drinks, and snacks at work • Company dinners • Company events, including ski trips, karting, laser-tag, wine tasting, picnics, and cooking classes • Competitive salary • 24 days of vacation • Annual company events with the whole team • Challenging projects • Honest feedback culture • Reasonable accommodations during the interview process