Valtech
5001 - 10000 employees
Founded 1997
🤝 B2B
☁️ SaaS
B2B • 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.
Technical Service Delivery Manager
🔥 0 minutes ago
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Valtech
5001 - 10000 employees
Founded 1997
🤝 B2B
☁️ SaaS
B2B • 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
• Manage the customer service desk (Jira) for all incoming client tickets • Triage and prioritize tickets, distinguishing operational tasks from development work • Assign development tickets to the correct delivery team per client and follow up to resolution • Resolve operational requests directly, including password resets, access provisioning, firewall rule changes, and WAF configuration • Respond to client questions and keep tickets moving against agreed response times • Monitor uptime across client websites and APIs (Pingdom) and manage alert routing (Opsgenie) • Act as first responder for incidents, coordinating investigation and escalation for P1 events • Coordinate with GSC India for 24x7 L1 support, briefing the nearshore team and handling escalations • Perform biweekly system patching for client servers hosted on virtualised infrastructure • Coordinate maintenance windows with clients and verify service health after changes • Document maintenance activity through change tickets • Run monthly software lifecycle and end-of-life reviews across client technology stacks • Review newly published security vulnerabilities (CVEs) and notify project managers of relevant risks • Generate monthly SLA performance reports for client review meetings • Maintain client documentation, runbooks, and meeting notes in Confluence • Keep onboarding and operational documentation current as clients and environments change • Support onboarding of new clients into managed services
🎯 Requirements
• Experience in IT service management, service delivery, or technical operations, ideally in an agency or managed services context • Strong working knowledge of service desk tooling (Jira / Jira Service Management) and ITIL-aligned processes (incident, problem, change) • Familiarity with web hosting environments, cloud platforms (Azure), and monitoring tooling • A practical, hands-on mindset: comfortable resolving access, firewall, and WAF requests yourself, and knowing when to escalate • Clear communication and the ability to be the dependable point of contact for both clients and internal teams • Organised and proactive, able to balance daily reactive work with recurring monthly and biweekly responsibilities • Experience coordinating with nearshore or offshore support teams is an advantage
🏖️ Benefits
• Private health insurance • Education program • Wellbeing program • Free beverages • Events • Competitive conditions • Challenging projects • Cool colleagues • Honest feedback
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