Technical Service Delivery Manager - Valtech

Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values -driven culture, international careers and the chance to shape the future of experience.

The opportunity

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.

We are proud of:

• The work we do and the innovation we drive
• Our values of share, care a nd dare
• A workplace culture that fosters creativity, diversity and autonomy
• Our borderless, global framework, which enables seamless collaboration

The role

As Technical Service Delivery Manager in our Managed Services Operations team, you are the single point of contact for a portfolio of around nine enterprise clients spanning different service levels and technology stacks. You own the customer service desk, keep client systems healthy and secure, and coordinate the teams that deliver against our service commitments. You combine hands-on operational work with the coordination and reporting that keeps clients confident in our service.

You will thrive in this role if you are:

• A curious problem solver who challenges the status quo
• A collaborator who values teamwork and knowledge-sharing
• Excited by the intersection of technology, creativity and data
• Experienced in Agile methodologies and consulting (a plus)

Key Responsibilities

Service Desk and Ticket Management

• Manage the customer service desk (Jira) for all incoming client tickets
• Triage and prioritise tickets, distinguishing operational tasks from development work
• Assign development tickets to the correct delivery team per client and follow up to resolution
• Resolve operational requests directly, including password resets, access provisioning, firewall rule changes, and WAF configuration
• Respond to client questions and keep tickets moving against agreed response times

Monitoring and Incident Response

• Monitor uptime across client websites and APIs (Pingdom) and manage alert routing (Opsgenie)
• Act as first responder for incidents, coordinating investigation and escalation for P1 events
• Coordinate with GSC India for 24x7 L1 support, briefing the nearshore team and handling escalations

System Maintenance

• Perform biweekly system patching for client servers hosted on virtualised infrastructure
• Coordinate maintenance windows with clients and verify service health after changes
• Document maintenance activity through change tickets

Compliance and Reporting