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Technical Service Delivery Manager

4 hours, 32 minutes ago
Greece, Portugal
Full-time
Senior
Program Manager
Project and Program Management
Apply Now
MORO TECH

MORO TECH

MORO TECH accelerates mobility business journeys with human-centered solutions and tech expertise, guiding clients towards the Smart Mobility Ecosystem.

Road & Rail
51-250
Founded 2017
View All Jobs 3

Description

  • Lead daily incident management across supported applications, prioritizing issues by business impact.
  • Facilitate daily incident review meetings covering application health, critical incidents, SLA performance, and operational risks.
  • Monitor ServiceNow queues, SLAs, KPIs, ticket quality, and process compliance to maintain operational control.
  • Coordinate incident resolution across L2, L3, vendors, business teams, and other technical stakeholders.
  • Validate incident severity, impact, priority, technical evidence, and closure quality before completion.
  • Lead technical coordination during major incidents, including bridge management, progress tracking, stakeholder communication, and escalation.
  • Facilitate post-major incident reviews and ensure lessons learned are documented and actioned.
  • Perform technical triage for complex incidents by reviewing logs, monitoring alerts, system behavior, and diagnostic evidence.
  • Support release coordination by validating readiness, deployment plans, rollback strategies, and post-deployment checks.
  • Drive problem management and continuous improvement through root-cause analysis, corrective actions, trend analysis, and reliability improvements.

Requirements

  • 5+ years of experience in Technical Service Delivery, Application Support, IT Operations, Production Support, or a similar technical leadership role.
  • Strong understanding of incident management, major incident management, problem management, change management, and release coordination.
  • Experience leading technical incident triage, troubleshooting coordination, escalation management, and operational decision-making under pressure.
  • Ability to review logs, monitoring alerts, application behavior, technical evidence, and service health indicators to support incident investigation.
  • Good understanding of application support models, L2/L3 collaboration, vendor coordination, production deployments, rollback planning, and post-deployment validation.
  • Experience using ServiceNow or similar ITSM platforms to manage queues, SLAs, KPIs, ticket quality, reporting, and process compliance.
  • Strong communication skills and the ability to translate technical issues into clear updates for business and senior stakeholders.
  • Analytical mindset with experience driving root-cause analysis, recurring incident reduction, corrective actions, and continuous improvement.
  • Strong organization, prioritization, accountability, stakeholder management, and operational governance skills.
  • ITIL Foundation, ITIL Managing Professional, or equivalent certification preferred.
  • Experience in application support, software engineering, cloud platforms, middleware, integrations, databases, or enterprise application environments preferred.
  • Familiarity with observability, monitoring, alerting, SRE practices, operational resilience, and availability management preferred.
  • Experience participating in CAB forums, change governance, release readiness reviews, and production deployment coordination preferred.
  • Experience working with outsourced providers, distributed engineering teams, or multi-vendor support models preferred.
  • Expected travel of approximately one visit per month to Brussels.

Benefits

  • Competitive compensation package that grows with your impact.
  • Annual performance and salary reviews.
  • Monthly meal vouchers.
  • Premium private health coverage for you and your family.
  • Extra vacation days.
  • Yearly training budget.
  • Cutting-edge tech setup with optional upgrades.
  • Structured growth plans and regular progress check-ins.

Interested in this position?

Apply directly on the company website

Apply Now

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