[Hiring] Technical Service Delivery Manager @Valtech

Role Description

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.

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.

Requirements

• Experience in QA automation or QA leadership roles.
• Familiarity with ITIL practices and service management principles.

Benefits

• Private health insurance
• Education program
• Wellbeing program
• Free beverages
• Events
• Competitive conditions
• Challenging projects
• Cool colleagues
• Honest feedback