MORO TECH

Manager

• The impact of the role:As a Service Delivery Manager, you will ensure the stability, continuity, and quality of multiple software platforms used across diverse business areas. Your work directly impacts operational efficiency, user satisfaction, and cross‑team alignment by driving smooth day‑to‑day service delivery, transparent communication, and continuous improvement of maintenance processes.
• On a given day, a** Service Delivery Manager** will:
• - Lead daily/weekly operational syncs, retrospectives, and stakeholder review meetings.
• - Provide clear updates on service performance, SLA compliance, risks, KPIs, and improvement actions.
• - Oversee incident management and ensure consistent triage, categorization, routing, and follow‑up of L1/L2 tickets.
• - Coordinate with support, engineering, and business teams to resolve incidents, plan upgrades, and execute maintenance activities.
• - Monitor service health, identify trends, support root‑cause analysis, and implement preventative measures such as process improvements, documentation updates, automation, or monitoring enhancements.
• - Ensure high‑quality reporting on ticket volumes, backlog status, SLA metrics, and repeat issues.
• - Support release readiness, testing coordination, and communication of upcoming changes.
• - Contribute to capacity reviews and quarterly planning by assessing workload distribution, operational trends, and prioritization needs.

Service Delivery Manager

IT Support

• First point of contact for technical issues; troubleshoot hardware, software, and network problems; build and upgrade Windows workstations; support plotters.
• Resolve issues using diagnostic techniques to ensure minimal downtime.
• Manage Active Directory, automate with scripts, deploy packages via SCCM, and maintain VDI environments.
• Utilize ServiceNow for incident tracking, service requests, workflow automation, and maintain accurate documentation of issues, solutions, and procedures.
• Contribute to knowledge base articles and user guides to improve support efficiency and empower end users.

IT Support Technician

SDET

• Drive our software testing lifecycle by ensuring proper test plan design, reviewing requirements specifications and technical design documents and providing timely and meaningful feedback.
• Execute manual test scenarios covering new functionalities and bug fixing.
• Coordinate and execute Integration testing with the client and 3rd party teams.
• Contribute to the design, development and maintenance of a set of sophisticated automated Test Suites for mobile applications.
• Cooperate with Development teams, QA members and our Delivery Manager to ensure high-quality and trustworthiness of deliverables.
• Collaborate closely with Business Analysts and Product Owners to define well structured and testable user stories.
• Be actively involved in activities that fall under the pillars of Test management: test running, Test reporting, tracking.
• Promote continuous improvement by investigating and suggesting alternatives and new technologies.

Service Delivery Manager

IT Support Technician

QA Automation Engineer – Web