Technical Service Delivery Manager

About the role

As a Technical Service Delivery Manager at Valtech, you will lead the delivery of high‑quality technical support services, ensuring incidents are resolved efficiently and that the support team operates at peak performance. You will act as the bridge between business stakeholders and development teams, driving continuous improvement in service stability and customer satisfaction.

Key responsibilities

• Perform first‑gate triage of incoming incidents, assessing user expectations, outcomes, and business context.
• Guide the support team in reproducing issues, distinguishing genuine defects from configuration or data problems.
• Oversee analysis of application logs and source code to validate root causes.
• Ensure escalated issues are documented with clear root‑cause analysis before hand‑off to development.
• Manage L3 support activities, including configuration updates, data validation, and corrective actions.
• Identify recurring problems and drive permanent solutions rather than temporary work‑arounds.
• Coordinate regression testing to maintain stability of new releases.
• Supervise day‑to‑day support operations: ticket triage, prioritisation, workload distribution.
• Serve as primary contact between business stakeholders and development teams.
• Monitor and report on service metrics such as response time, resolution time, and escalation rates.

Required profile

• Strong analytical mindset with a curiosity for solving complex problems.
• Collaborative attitude, comfortable sharing knowledge and working in cross‑functional teams.
• Experience in Agile environments and consulting is a plus.

Required skills

• Software development experience.
• Hands‑on L3 application support.
• Familiarity with Agile methodologies.