Valtech is a global business transformation agency delivering innovation with a purpose. We enable clients to anticipate tomorrow’s trends and connect more directly with consumers across their digital and physical touchpoints while optimizing time-to-market and ROI. You probably already know us better than you think.
20 березня 2023

Service Delivery Manager (вакансія неактивна)


The opportunity

We are looking for a Service Delivery Manager to join our 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 Valtechs 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.

The Ideal Candidate

/ 5+ years of relevant experience or equivalent professional insights;
/ 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.
/ Excellent spoken and written English
/ Accountability, strong communication, collaboration, and time-management skills

The Role

As a Service Delivery Manager, you’ll be expected to:

/ Setting up and negotiating managed service contracts and SLAs;
/ Manage service accounts financially;
/ Set-up and manage SLA reporting;
/ Manage service processes within the context of your account(s);
/ Set-up, monitor and manage processes for incident management, problem management, pro-active application maintenance, change management, request fulfilment and user support;
/ Manage stakeholders around your account;
/ Coordinate and manage 3rd parties that the platform(s) depend on;
/ Interact with clients on a daily basis, not just during incidents;
/ Contribute to the overall quality of Valtechs operational services;
/ Connect ITIL based services to Valtechs agile way of working;
/ Share knowledge with and learn from your peers in the Technology Run craft circle;
/ Contribute to the delivery process by assisting to construct delivery KPIs in alignment to the SLA, release processes to guarantee stable releases and correct communication processes, quality gates to minimize risk of incidents on production;
/ Minutely manage and coordinate security and privacy related processes for your account(s);
/ Contribute to pre-sales processes.

As a consultant, you are expected to develop expertise both in technology and the means to communicate complex concepts and rationale to non-techies. We’ll encourage and support this with frequent opportunities to share ideas internally. We also have consultants who frequently deliver at regional, national, and global conferences.


Mental and physical health:

/ Medical insurance
/ Sports reimbursement budget
/ Home office support
/ A number of free psychological and legal consultations
/ Maternity & paternity leave support

Personal and professional development:

/ Internal workshops & learning initiatives
/ English language classes compensation
/ Professional certifications reimbursement
/ Participation in professional local & global communities
/ Growth Framework to manage expectations and define the steps to move towards the selected career
/ Mentoring program with the ability to become a mentor or a mentee to grow to a higher position

Valtech Ukraine has a system of progressive benefits packages in place — the longer you stay with the company — the more benefits you get.

For us, at Valtech our main priority has always been people. Valtech has created One Fund to support Ukrainian colleagues who have found their lives turned upside down in these tough times.

You can not only become a part of constant evolution but can lead the change. The more we grow — the more opportunities there are to take responsibility, implement your creative ideas, and be the innovator and driver rather than the task executor.

Say hello to your future. Apply!