MORO TECH

Service Delivery Manager

MORO TECH

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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Tech Stack

CloudITSMServiceNow

About the role

  • 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.

Requirements

  • **In order to be successful in this role you will need: **
  • - 2–3 years of experience in Service Delivery, IT Service Management, or software/platform maintenance.
  • - Strong understanding of SLA management, KPI tracking, and operational governance.
  • - Experience working with L1/L2 support, engineering teams, QA, or SRE functions.
  • - Excellent communication skills with the ability to translate technical topics into clear stakeholder-friendly updates.
  • - Hands-on experience using tools such as ServiceNow, JIRA, and Confluence.
  • - Familiarity with release coordination, patching, upgrades, and lifecycle maintenance activities.
  • **Nice-to-have: **
  • - ITIL Foundation or similar certification.
  • - Experience with engineering platforms, data pipelines, or cloud-based systems.
  • - Understanding of SRE concepts, incident postmortems, or change-management practices.
Benefits
  • 💰 Your Expertise Rewarded
  • - A competitive compensation package that grows with your impact.
  • - Annual Performance and Salary Reviews to celebrate your progress.
  • ⚡Supporting Your Daily Success
  • - Monthly Meal Vouchers to fuel your creativity.
  • - Premium Private Health Coverage for you and your family.
  • - Extra vacation days to recharge and explore.
  • 🌱 Never Stop Growing
  • - Yearly training budget to master new skills.
  • - Cutting-edge tech setup with optional upgrades to customize your gear.
  • - Structured growth plans and regular progress check-ins.
  • ***Please note that benefits may vary based on the location.***
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Service DeliveryIT Service ManagementSLA managementKPI trackingincident managementL1 supportL2 supportrelease coordinationlifecycle maintenanceroot-cause analysis
Soft Skills
communicationstakeholder managementteam collaborationproblem-solvingorganizational skillstranslating technical topicscontinuous improvementoperational governancecapacity planningprioritization
Certifications
ITIL Foundation