Technical Service Delivery Manager

• Act as the first gate for incoming issues by assessing user expectations, actual outcomes, and business/functional context
• Guide and coordinate the support team in reproducing issues and identifying their scope
• Distinguish genuine defects from configuration, data, or usage-related problems
• Oversee analysis of application logs and source code
• Ensure escalated issues include clear documentation and root cause analysis
• Ensure configuration updates, data validation, and corrections are completed when required
• Identify recurring issues and drive permanent solutions
• Coordinate regression testing for new releases
• Oversee day-to-day support operations, including ticket triage, prioritization, and workload management
• Act as the primary contact between business stakeholders and development teams
• Monitor and report service metrics, including response times, resolution times, and escalation rates
• Manage service delivery operations and ensure agreed service levels are met

• Experience in software development, followed by hands-on L3 application support
• Ability to understand and assess Java-based solutions
• Strong business and functional mindset, with the ability to understand user needs before investigating technical issues
• Previous experience coordinating or mentoring a team, formally or informally
• Practical experience working with ServiceNow and Jira
• Strong communication skills with technical and non-technical stakeholders
• Experience in Agile methodologies and consulting is a plus
• Experience in QA automation or QA leadership roles is nice to have
• Familiarity with ITIL practices and service management principles is nice to have

• Private health insurance
• Education program with training and certification
• Wellbeing program
• Free coffee, drinks, and snacks at work
• Company dinners
• Company events, including ski trips, karting, laser-tag, wine tasting, picnics, and cooking classes
• Competitive salary
• 24 days of vacation
• Annual company events with the whole team
• Challenging projects
• Honest feedback culture
• Reasonable accommodations during the interview process