Technical Service Delivery Manager

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience. 

The opportunity

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries. 

We are proud of: 

• The work we do and the innovation we drive
• Our values of share, care and dare
• A workplace culture that fosters creativity, diversity and autonomy
• Our borderless, global framework, which enables seamless collaboration

The role  

As Technical Service Delivery Manager in our Managed Services Operations team, you are the single point of contact for a portfolio of around nine enterprise clients spanning different service levels and technology stacks. You own the customer service desk, keep client systems healthy and secure, and coordinate the teams that deliver against our service commitments. You combine hands-on operational work with the coordination and reporting that keeps clients confident in our service.

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)

Key Responsibilities

Service Desk and Ticket Management

• Manage the customer service desk (Jira) for all incoming client tickets
• Triage and prioritise 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

Monitoring and Incident Response

• 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

System Maintenance

• 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

Compliance and Reporting

• 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

Documentation

• 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

Must have qualifications

To be considered for this role, you must meet the following essential qualifications: 

• 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

Nice to have qualifications  

• Experience administering Jira Service Management (workflows, queues, automation, permissions)
• Exposure to enterprise CMS and DXP platforms such as Adobe Experience Manager, Sitecore, or Contentful
• Background in firewall and WAF configuration

If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn. 

Commitment to reaching all kinds of people 

We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all. 

 

The benefits  

• Private health insurance
  We hope you will never need it, but nevertheless, we offer private health insurance to all our employees.

• Education program
  We never stop learning, that’s why we offer our employees an educational program with training and certification.

• Wellbeing program
  We all deserve to live a healthy and well-balanced life. It's not an option, it's a necessity!

• Free beverages
  Enjoy free coffee, drinks, and snacks at work, or join one of our famous company dinners.

• Events
  We enjoy spending time together, not only at work. Ski trips, carting, laser-tag, wine tasting, picnics, cooking classes… you name it – we’ve done it! There are plenty of cool events to join and to get to know your colleagues.

• Competitive conditions
  Besides a competitive salary and 24 days of vacation, you will join annual company events with the whole team.
• Challenging projects
  Ready for a challenge? We guarantee you'll find challenging projects at Valtech!
  
  
• Cool colleagues
  What's the most important thing in a job? Cool colleagues with whom you spent most of the time during the week. We have a lot of them!
  
  
• Honest feedback
  Honesty, openness and respect are among our core values. We encourage an open feedback culture in order to build trust and grow together.

Your application process

Once you apply, our Talent Acquisition team will review your application. Your CV should cover key information on relevant experiences and expertise. We do not require information such as age, gender, marital status, or a headshot in your application. We review all candidates based on skills, experience, and potential.

⚠️ Beware of recruitment fraud!

We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know. 

About Valtech

Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world. 

At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more. 

At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate. 

Are you ready to create what’s next? Join us.