Senior Service Delivery Manager

Senior Service Delivery Manager

What we are looking for:

We are looking for a meticulous, detail-oriented service coordinator to manage the day-to-day needs of our customers, coordinate meetings between client teams, and act as an internal escalation for technical investigations. The service coordinator’s responsibilities include helping to plan services and use the tools at hand to advocate for clients’ project successes through reporting and in-depth analysis of current issues. The service coordinator will give white-glove service to clients within the E-Commerce space and offer high-quality daily communication between the work being done and the client.

To be successful as a service coordinator, you should be service-oriented with excellent organizational and record-keeping skills. You should have strong communication and interpersonal skills and be able to deal with our clients with empathy and compassion

Before we continue to dive into the requirements for the role let’s talk about Why you should join Valtech?

Flexibility: We trust in the expertise, skills, and actions of our colleagues. That’s why we provide a flexible work schedule that supports work/life balance.

Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning through our in house LMS (Ask us about the Academy)

Benefits US:

• Medical: Options starting at 100% medical coverage for employees, and we cover 85% for spouses, partners, and dependents
• We contribute an annual $750 for employee only or $1,500 cash payment towards your family HSA
• 401(k) Employer matching and immediate vesting
• Flexible Paid Time Off under Valtech's policy to support your work-life balance
• Up to 8 Weeks of paid Parental Leave
• Home office set up stipend for new hires
• Summer Fridays

Back to the role:

What you will do:

• Assessing the service needs of clients and linking them to the appropriate resources and providers both within and outside the client’s organization.
• Incident/Problem management: Root cause analysis, post-incident reviews, coordination of technical issues, and facilitating timely resolution.
• Facilitating meetings between technical teams and relevant stakeholders to solve issues.
• Assisting clients with applications to ensure the effectiveness of the business model.
• Provide in-depth knowledge of application architecture and investigation into each as necessary.
• Advocating for adequate, timely, and cost-effective services and responding to any issues that occur during the delivery of services.
• Scheduling appointments for the client, answering calls, and tracking clients' priority issues.
• Monitoring the services being provided and staying up to date on any services being introduced or discontinued.
• Identifying and proposing fixes to areas that might need improvements.
• Working in coordination with the Service Manager to propose any team changes, such as permissions, training, and workflow changes, that are needed based on client requirements.
• Work with a global team to deliver continuous service improvement
• Required to be onsite at the client office 2-3 times a week

What you should have:

• A degree with a background in technology and prior work experience in an E-Commerce setting.
• 8 years of experience in IT incident management and service management
• Experience with eCommerce platforms flows, and support
• Comfortable dealing with a range of stakeholders from technical specialists to management to client business representatives.
• Demonstratable change management, problem-solving, and communication skills.
• Experience in the end-to-end management of incidents, including root cause analysis, post-incident reviews, raising tickets, tracking progress, and escalation.
• Support the customer with knowledge management and process improvement.
• Desirable: Experience with Hybris Back Office, S3 bucket, ServiceNow, Azure DevOps
• Desirable: Experience with monitoring tools such as Dynatrace, Azure Monitor
• Experience working in a complex organizational structure is a plus

Salary Range

$125,000 to $150,000 /Annual

Valtech: The Experience Innovation Company

Technology has remade the way we live, work, and connect. Every day new products, services, and features are raising our expectations in every aspect of our lives. It’s become common for whole new categories and consumer behaviors to emerge and disrupt legacy businesses. And as it becomes easier to digitize, launch, and evolve, the rush to leap ahead is quickly becoming a race to parity. Now that technology has once again leveled the playing field, we believe the next frontier and greater value lives in the experience. And that means the world needs a new kind of company to unlock that value.

We are the Experience Innovation Company. We know that experience now touches every level of your enterprise. It may necessitate fundamental changes in organizational design or require complex integration throughout your tech stack. It may start by catalyzing data to create emotional moments of connection with your customers, inspiring loyalty and brand love. Or it may come to life by getting innovation initiatives out of presentation decks and into the hands of your customers. No matter where experience innovation begins in your company, we are organized to help clients break through silos, redefine success, and deliver exponential value.

Our values give our work purpose. We care deeply about the transformative impact technology can have on the world and honor our duty to approach it responsibly. We share our diverse identities, knowledge, expertise, and skills in an open dialog rooted in respect and inclusivity. And we dare to pursue uncommon solutions and simplify the complex.

Share: As a global company with diverse talent, we value and embrace open dialogue. We share our expertise, wisdom and full attention with our clients and colleagues

Dare: Entrepreneurship and curiosity is in our DNA. We thrive in ambiguity and simplifying the complex. We dare to bring together, connect, and combine the uncommon.

Care: Technology has had a transformative impact on how we experience the world around us. We want to make the world a better place through the work we do.

Our unique culture allows us to orchestrate and connect teams to unlock powerful insights, value, and innovation at the intersection of diverse expertise and domains.

We believe diversity is essential to creating the best digital products & experiences. Valtech is committed to providing and maintaining a work environment where all employees and candidates are treated with dignity and respect and that is free of bias, prejudice, and harassment. We're proud to be an equal-opportunity employer committed to diversity and inclusion. We do not discriminate on the basis of race, gender, ethnicity, citizenship, national origin, religion, sexual orientation, age, marital status, disability, veteran status, or any other legally protected status.

Accommodations are available on request for all aspects of the selection process.

So, if you are looking for your next challenge? Then this is your chance to join our team of exceptionally talented, creative, and innovative professionals working with composable Best-of-Breed technology platforms within the large-scale digital experience and e-commerce business area.