Technical Service Delivery Manager

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

📋 Description

• Serve as the initial point of contact for incoming issues by evaluating user expectations, actual results, and the business/functional context.

• Direct and assist the support team in reproducing issues and determining their scope.

• Differentiate between genuine defects and issues related to configuration, data, or user behavior.

• Supervise the analysis of application logs and source code.

• Ensure that escalated issues are accompanied by comprehensive documentation and root cause analysis.

• Confirm that configuration updates, data validations, and necessary corrections are executed as needed.

• Recognize recurring issues and promote lasting solutions.

• Organize regression testing for new software releases.

• Manage daily support operations, encompassing ticket triage, prioritization, and workload distribution.

• Act as the main liaison between business stakeholders and development teams.

• Track and report on service metrics, such as response times, resolution times, and escalation rates.

• Oversee service delivery operations to ensure compliance with agreed service levels.

⛳️ Requirements

• Background in software development, followed by practical L3 application support experience.

• Capability to comprehend and evaluate Java-based solutions.

• Strong business and functional perspective, with the ability to appreciate user needs prior to delving into technical issues.

• Prior experience in coordinating or mentoring a team, either formally or informally.

• Hands-on experience with ServiceNow and Jira.

• Excellent communication abilities with both technical and non-technical stakeholders.

• Familiarity with Agile methodologies and consulting is advantageous.

• Experience in QA automation or leadership roles in QA is a plus.

• Knowledge of ITIL practices and service management principles is beneficial.

🏝️ Benefits

• Private health insurance.

• Education program featuring training and certification.

• Wellbeing program.

• Complimentary coffee, drinks, and snacks at the workplace.

• Company dinners.

• Company events such as ski trips, karting, laser-tag, wine tasting, picnics, and cooking classes.

• Competitive salary.

• 24 days of vacation.

• Annual company events with the entire team.

• Engaging projects.

• Culture of honest feedback.

• Reasonable accommodations during the interview process.