Technical Service Delivery Manager

About MORO TECH

MORO TECH is a technology company with a global team dedicated to enabling business success through transformative business solutions, data-driven insights, and technical expertise. Collaborate with one of the world's leading OEMs and help shape the industry's future. The company values innovation, diverse viewpoints, and an inclusive workspace where every contribution counts. If you seek meaningful work and professional growth within a dynamic environment, MORO TECH welcomes you.

Role Impact and Daily Activities

As a Technical Service Delivery Manager, you will oversee the technical delivery, ensure operational stability, and drive ongoing enhancements of critical business applications. This role blends hands-on technical oversight with leadership in service management, ensuring thorough incident, release, change, and reliability management with clear communication and disciplined operations.

• Lead daily incident management for all supported applications; prioritize and advance incidents based on business impact.
• Organize daily incident review meetings, assess application health, critical issues, SLA compliance, and operational risks.
• Monitor ServiceNow queues, SLAs, KPIs, ticket status, and adherence to processes for operational transparency.
• Coordinate resolution efforts involving L2, L3, vendors, business teams, and other stakeholders.
• Verify incident severity, impact, priority, technical data, and quality of closure before completion.
• Lead L2 activities in major incidents, including technical bridge coordination, tracking resolutions, communication, and escalation as necessary.
• Facilitate post-major incident reviews, ensuring documentation, accountability, and follow-up on lessons learned.
• Conduct technical triage for complex incidents by analyzing logs, alerts, system behavior, and diagnostic data.
• Guide engineers through troubleshooting and ensure thorough technical analysis before escalation.
• Coordinate application releases with L3 teams, validate readiness, deployment plans, rollback strategies, and post-release checks.
• Support emergency releases and hotfixes observing risk assessment, communication, and approval protocols.
• Participate in Change Advisory Board (CAB) activities, representing operational readiness, service impact, and technical risk.
• Drive problem management for repeated incidents through root-cause analysis, permanent solutions, and tracking corrective measures.
• Enhance availability, service reliability, and operational resilience using proactive monitoring and continuous improvement.
• Ensure audit readiness and compliance with ITIL processes, operational guidelines, documentation standards, and knowledge management.

Candidate Profile

• Minimum five years of experience in Technical Service Delivery, Application Support, IT Operations, Production Support, or similar leadership roles.
• Thorough knowledge of incident, major incident, problem and change management, along with release coordination.
• Proven skills in technical incident triage, coordination, escalation management, and operational decision-making under pressure.
• Capability to interpret logs, alerts, app behavior, technical evidence, and service health metrics for incident analysis.
• Understanding of application support structures, collaboration between L2/L3, vendor management, production deployments, rollback, and post-deployment validation.
• Experience with ServiceNow or comparable ITSM tools to oversee queues, SLAs, KPIs, ticket quality, reports, and compliance.
• Effective communication skills to relay technical issues clearly to business stakeholders and senior leadership.
• Analytical approach to drive root cause analysis, reduce incident recurrence, implement corrective actions, and promote continuous improvement.
• Ability to mentor engineers, challenge technical assumptions, and maintain resolution responsibility without performing code fixes.
• Strong organizational, prioritization, accountability, stakeholder engagement, and governance capabilities.

Additional Preferred Qualifications

• ITIL Foundation, ITIL Managing Professional, or equivalent certifications.
• Background in application support, software engineering, cloud platforms, middleware, integrations, databases, or enterprise applications.
• Familiarity with observability, monitoring, alerting, site reliability engineering (SRE) concepts, operational resilience, and availability management.
• Experience participating in CAB forums, change governance, and release management processes.
• Expertise working with outsourced providers, distributed engineering teams, or multi-vendor environments.
• Knowledge of Lean, Kaizen, Continuous Improvement, Built-In Quality, or similar methodologies fostering operational excellence.

Travel Requirements

Occasional travel is expected, approximately one trip per month to Brussels for stakeholder engagement, operational reviews, workshops, and governance activities.

Benefits and Company Culture

MORO TECH commits to supporting its team by offering competitive compensation aligned with individual impact, annual performance and salary reviews, monthly meal vouchers, premium private health insurance for employees and their families, additional vacation days, annual training budgets for skill development, modern technical equipment with upgrade options, and structured growth plans with routine check-ins. Benefits may vary by location.

The organizational culture emphasizes agility, continuous evolution, confidence in uncertainty, passion in achievements and learning experiences, and a dedication to diversity and inclusion, allowing employees to express their full individuality at work.