Remote job
Technical Service Delivery Manager
Job details
About this role
Role overview
Technical Service Delivery Manager overseeing the first response, investigation, escalation, and resolution of application incidents. The role connects business stakeholders, support specialists, and development teams while improving service quality, managing operational workload, and ensuring technical issues are properly understood before escalation.
Responsibilities
- Lead initial incident triage by clarifying user expectations, observed behavior, business context, and likely issue scope. - Coordinate support teams as they reproduce problems and distinguish defects from configuration, data, or usage-related causes. - Oversee reviews of application logs and source code, ensuring escalations include clear documentation and a reasoned root-cause analysis. - Supervise L3 support activities such as configuration changes, data validation, corrective actions, recurring-issue analysis, and regression testing. - Manage ticket prioritization, team workload, service operations, and communication between business and technical stakeholders. - Track and report service indicators such as response time, resolution time, and escalation rates while helping the team meet agreed service levels.
Requirements
- Background in software development followed by practical experience in L3 application support. - Ability to understand and assess Java-based solutions in the context of incident management and service oversight. - Strong business and functional judgment, with a user-focused approach to investigating technical issues. - Experience coordinating or mentoring a team, formally or informally. - Hands-on familiarity with ServiceNow and Jira. - Clear communication skills when working with both technical and non-technical audiences.
Nice to have
- Experience in QA automation or QA leadership. - Familiarity with ITIL practices and service-management principles.
Benefits and work setup
The source describes private health insurance, training and certification opportunities, wellbeing initiatives, complimentary workplace refreshments, social events, 24 days of vacation, competitive conditions, challenging projects, and an open feedback culture.