Technical Service Delivery Manager
Valtech · North Macedonia - Remote · Posted Jul 6, 2026
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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 a nd 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 h…