{"id":969460,"url":"https://alion.io/job/valtech-technical-service-delivery-manager","title":"Technical Service Delivery Manager","company":{"id":8990,"name":"Valtech","domain":"valtech.com","url":"https://alion.io/company/valtech","size_band":"501-1000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":17,"ghost_share":0.059,"stale_share":0.647,"repost_share":0.118,"time_to_fill_p50_days":57,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["MK"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":80000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":541},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"Java","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-16T15:14:44Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-02T13:55:49Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Why Valtech? We’retheexperienceinnovation company - atrusted partnerto the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careersand the chance to shape the future of experience. \nThe opportunity\nAt 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. \nWe are proud of: \nThe work we do and the innovation we drive \nOur values of share, care and dare \nA workplace culture that fosters creativity, diversity and autonomy \nOur borderless, global framework, which enables seamless collaboration \nThe role \nAs 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.\nYou will thrive in this role if you are: \nA curious problem solver who challenges the status quo \nA collaborator who values teamwork and knowledge-sharing \nExcited by the intersection of technology, creativity and data \nExperienced in Agile methodologies and consulting (a plus) \nRole responsibilities\nIncident analysis and diagnosis (first-gate triage)\nAct 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.\nGuide and coordinate the support team in reproducing issues, identifying their scope, and distinguishing genuine defects from configuration, data, or usage-related problems.\nOversee the team's analysis of application logs and source code to validate or eliminate potential causes.\nEnsure that any issue escalated to development teams arrives with clear documentation and a well-founded root cause analysis - not raw, unqualified reports.\nL3 support oversight\nEnsure the team carries out configuration updates, data validation, and corrections when required. \nIdentify recurring issues and drive the team toward permanent solutions instead of temporary workarounds.\nCoordinate regression testing activities to support the stability of new releases.\nService and team management\nOversee day-to-day support operations, including ticket triage, prioritization, and workload management.\nAct as the primary point of contact between business stakeholders and development teams.\nMonitor and report on key service metrics, including response times, resolution times and escalation rates.\nManage service delivery operations, ensuring the team has the expertise, processes, and support needed to meet agreed service levels.\nMust have qualifications\nTo be considered for this role, you must meet the following essential qualifications: \nExperience in software development, followed by hands-on L3 application support.\nAbility to understand and assess Java-based solutions, enabling effective service oversight, incident management, and collaboration with technical teams.\nStrong business and functional mindset, with the ability to understand user needs before investigating technical issues.\nPrevious experience coordinating or mentoring a team, whether formally or informally.\nPractical experience working with ServiceNow and Jira.\nStrong communication skills with both technical and non-technical stakeholders.\nNice to have qualifications \nExperience in QA automation or QA leadership roles.\nFamiliarity with ITIL practices and service management principles.\nIf 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. \nCommitment to reaching all kinds of people \nWe 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. \nThe benefits \nPrivate health insurance\nWe hope you will never need it, but nevertheless, we offer private health insurance to all our employees.\n\nEducation program\nWe never stop learning, that’s why we offer our employees an educational program with training and certification.\n\nWellbeing program\nWe all deserve to live a healthy and well-balanced life. It's not an option, it's a necessity!\n\nFree beverages\nEnjoy free coffee, drinks, and snacks at work, or join one of our famous company dinners.\n\nEvents\nWe 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.\n\nCompetitive conditions\nBesides a competitive salary and 24 days of vacation, you will join annual company events with the whole team.\n\nChallenging projectsReady for a challenge? We guarantee you'll find challenging projects at Valtech!\n\nCool colleaguesWhat'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!\n\nHonest feedbackHonesty, openness and respect are among our core values. We encourage an open feedback culture in order to build trust and grow together.\n\nYour application process\nOnce 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.\nBeware of recruitment fraud!\nWe 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. \nAbout Valtech\nValtech 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. \nAt 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. \nAt 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. \nAre you ready to create what’s next? 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