Technical Service Delivery Manager

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

📋 Description

• Oversee the customer service desk (Jira) for all incoming client inquiries.

• Assess and prioritize tickets, differentiating between operational tasks and development work.

• Allocate development tickets to the appropriate delivery team for each client and ensure follow-up until resolution.

• Directly address operational requests such as password resets, access provisioning, firewall rule modifications, and WAF configurations.

• Address client inquiries and ensure tickets progress in line with agreed response times.

• Monitor uptime for client websites and APIs (using Pingdom) and manage alert notifications (Opsgenie).

• Serve as the first responder for incidents, coordinating investigations and escalations for P1 events.

• Collaborate with GSC India for 24x7 L1 support, briefing the nearshore team and managing escalations.

• Conduct biweekly system patching for client servers hosted on virtualized infrastructure.

• Organize maintenance windows with clients and confirm service health post-changes.

• Document maintenance activities through change tickets.

• Conduct monthly reviews of software lifecycle and end-of-life processes across client technology stacks.

• Analyze newly published security vulnerabilities (CVEs) and inform project managers of pertinent risks.

• Produce monthly SLA performance reports for client review meetings.

• Maintain client documentation, runbooks, and meeting notes in Confluence.

• Update onboarding and operational documentation as clients and environments evolve.

• Assist in onboarding new clients into managed services.

⛳️ Requirements

• Experience in IT service management, service delivery, or technical operations, preferably in an agency or managed services setting.

• Strong familiarity with service desk tools (Jira / Jira Service Management) and ITIL-aligned processes (incident, problem, change).

• Knowledge of web hosting environments, cloud platforms (Azure), and monitoring tools.

• A practical, hands-on approach: comfortable resolving access, firewall, and WAF requests independently and discerning when to escalate.

• Excellent communication skills and the ability to serve as a reliable point of contact for both clients and internal teams.

• Organized and proactive, capable of balancing daily reactive tasks with recurring monthly and biweekly responsibilities.

• Experience working with nearshore or offshore support teams is advantageous.

🏝️ Benefits

• Private health insurance.

• Education program.

• Wellbeing program.

• Free beverages.

• Events.

• Competitive conditions.

• Challenging projects.

• Great colleagues.

• Honest feedback.