Must have

• SLA

• Jira

• Service-oriented architecture

• Project management

• ITIL

• DevOps

• English (B2)

Requirements description

Must have qualifications

• 5+ years of relevant experience with similar role;
• Experience with setting up managed services contracts and SLAs;
• Excellent command of English (C2);
• Knowledge of and experience in ITIL, ASL and/or BiSL.
• Familiar with DevOps principles.
• Preferably experience with online commerce and/or experience platforms;
• Experienced to work with off shored teams and in a multi-cultural context.

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.

Offer description

The Role

As a Senior Service Manager you will be a part of the Global Service Center of Valtech. As such you will be responsible for implementing and managing operational support services for our large international clients, dealing with teams scattered around the world, the IT department of our client, security compliancy rules within Valtech and imposed by our clients.

The services you provide concern large online Commerce of Experience platforms that depend heavily on backend services provided by our client and external services provided by 3rd party vendors. As Service Delivery Manager you take point in constructing and managing a support organization and processes that deals with a complex landscape of vendors, corporate clients, agile teams and high paced delivery.

You are expected to guide Valtech's support teams to deliver optimal services, interact with 3rd party vendors to smoothen support and deliver an end-to-end service to our client, but you’re work doesn’t stop here. You also liaise with the delivery team to ensure that the delivered quality will match SLA expectations.

Recruitment Process

1. Screening - we are going to send you a short questionnaire with few questions before we will invite you to first meeting with HR.

2. HR Interview - up to 1 hour interview via Teams with Talent Acquisition Specialist.

3. Technical Interview - up to 1 hour technical discussion with our experts, meeting via Teams.

4. Final Interview - up to 1 hour soft-skill related meeting with Delivery Manager and People Partner.

5. Collecting references - we will ask you to provide some references you already got from previous projects or 2/3 e-mail addresses to people of your choice that will be able to respond to our short survey.

In Valtech we exist to unlock a better way to experience the world. Valtech is one of the largest global business transformation agencies. We design, build, and deliver transformative digital solutions for the world's best-known brands.

We engage with our clients worldwide to discover new opportunities, design & build digitally driven solutions, and run & continuously optimize outcomes. We build intuitive, frictionless, and connected experiences that improve human lives and make our client's businesses grow.

Your responsibilities

1. Set-up and manage SLA reporting;
2. Manage service processes within the context of your account(s);
3. Set-up, monitor and manage processes for incident management, problem management, pro-active application maintenance, change management, request fulfilment and user support;
4. Manage stakeholders around your account;
5. Coordinate and manage 3rd parties that the platform(s) depend on;
6. Interact with clients on a daily basis, not just during incidents;

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