Technical Service Delivery Manager

Valtech

Technical Service Delivery Manager overseeing service delivery and support for enterprise clients at Valtech. Managing client service desk, incidents, and system maintenance while improving operations.

Posted 7/6/2026full-timeRemote • 🇲🇰 North MacedoniaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureCloudITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Private health insurance
Education program
Wellbeing program
Free beverages
Events
Competitive conditions
Challenging projects
Cool colleagues
Honest feedback

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Service Desk ManagementOperational Request ResolutionFirewall ConfigurationWAF ConfigurationSystem PatchingSLA Performance ReportingChange ManagementSecurity Vulnerability ReviewMonitoring ToolingClient Onboarding

Soft Skills

Clear CommunicationOrganisedProactiveDependable Point of Contact