Technical Service Delivery Manager
M
MORO TECHIT Operations
Lisbon, Lisbon, Portugal. Athens, Attica, GreeceFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Change ManagementServiceNow
Requirements
- 5+ years of experience in Technical Service Delivery, Application Support, IT Operations, or Production Support.
- Hands-on understanding of incident, problem, and change management.
- Experience leading technical incident triage and escalation management under pressure.
- Ability to analyze logs, monitoring alerts, and service health indicators for incident investigation.
- Knowledge of application support models, L2/L3 collaboration, and vendor coordination.
- Proficiency with ServiceNow or similar ITSM platforms for queue and SLA management.
- Strong analytical skills for root-cause analysis and process improvement.
- Ability to communicate complex technical issues to business stakeholders.
- Commitment to approximately one monthly business trip to Brussels for stakeholder engagement.
Responsibilities
- Lead daily incident management and facilitate review meetings to monitor application health and SLA performance.
- Manage and track ServiceNow queues, KPIs, and operational process compliance.
- Coordinate incident resolution across L2, L3, vendors, and business stakeholders.
- Direct technical triage, troubleshooting, and escalation management during major incidents.
- Facilitate post-major incident reviews and drive root-cause analysis for recurring issues.
- Oversee application releases, ensuring readiness, risk assessment, and proper deployment/rollback planning.
- Represent operational readiness in Change Advisory Board (CAB) forums.
- Support continuous improvement and operational resilience through proactive monitoring and trend analysis.
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