Senior Service Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Execute and oversee operational support services for major international clients.

• Develop and manage support workflows and teams within a complex vendor and client environment.

• Establish and negotiate managed service agreements and service level agreements (SLAs).

• Track and oversee service accounts, including reporting and performance metrics.

• Lead the management of incidents, problems, changes, and requests.

• Collaborate with third-party vendors and internal delivery teams to ensure comprehensive service excellence.

• Engage with clients on a daily basis to uphold service quality and satisfaction.

• Contribute to ongoing improvements in operational excellence and delivery methodologies.

• Oversee security and privacy protocols for your accounts.

• Share expertise with colleagues and contribute to the Technology Run craft circle.

• Assist with pre-sales activities as required.

⛳️ Requirements

• Over 5 years of pertinent experience in ITIL-based processes and SLA management.

• Proven experience in establishing managed services contracts and SLAs.

• Acquainted with Agile delivery approaches such as SCRUM and Kanban.

• Knowledge of DevOps principles.

• Experience working in an international and multicultural environment with offshored teams.

• Superior command of English (C2 level).

🏝️ Benefits

• Medical insurance.

• Sports reimbursement budget.

• Support for home office setup.

• Access to a number of complimentary psychological and legal consultations.

• Support for maternity and paternity leave.

• Opportunities for internal workshops and learning initiatives.

• Compensation for English language classes.

• Reimbursement for professional certifications.

• Participation in both local and global professional communities.

• A Growth Framework to manage expectations and outline steps for career advancement.

• Mentoring program offering the opportunity to be either a mentor or a mentee for career progression.

• Valtech Ukraine has a progressive benefits package system — the longer you remain with the company, the greater your benefits.