[Hiring] Senior Service Manager @Valtech

Role Description

As a Senior Service Manager, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 5+ years of experience, 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

• Implement and manage operational support services for large international clients
• Construct and manage support processes and teams in a complex vendor and client landscape
• Set up and negotiate managed service contracts and SLAs
• Monitor and manage service accounts, reporting and performance metrics
• Lead incident, problem, change, and request management processes
• Coordinate with 3rd party vendors and internal delivery teams to ensure end-to-end service excellence
• Liaise with clients daily to maintain service quality and satisfaction
• Contribute to continuous improvement in operational excellence and delivery processes
• Manage security and privacy processes for your accounts
• Share knowledge with peers and contribute to the Technology Run craft circle
• Support pre-sales processes as needed

Qualifications

• 5+ years of relevant experience in ITIL-based processes and SLA management
• Experience setting up managed services contracts and SLAs
• Familiarity with Agile delivery methods such as SCRUM and Kanban
• Understanding of DevOps principles
• Experience working in an international and multicultural context with offshored teams
• Excellent command of English (C2 level)

Requirements

• ITIL, ASL and/or BiSL certification (nice to have)
• Experience with online commerce and/or experience platforms (nice to have)
• Technical affinity to understand platform operations and support requirements (nice to have)
• Strong client orientation, communication, and interpersonal skills (nice to have)
• Motivated to contribute to operational quality improvements (nice to have)

Benefits

• Mental and physical health:
• Medical insurance
• Sports reimbursement budget
• Home office support
• A number of free psychological and legal consultations
• Maternity and paternity leave support
• Personal and professional development:
• Internal workshops and learning initiatives
• English language classes compensation
• Professional certifications reimbursement
• Participation in professional local and global communities
• Growth Framework to manage expectations and define the steps to move towards the selected career
• Mentoring program with the ability to become a mentor or a mentee to grow to a higher position
• Valtech Ukraine has a system of progressive benefits packages in place — the longer you stay with the company — the more benefits you get.