Technical Service Delivery Manager

🚀Job Vacancy: Technical Service Delivery Manager

🌆 Location: office - Kraków (can be Hybrid)

⏰ Contract:  Full-Time

Job Description:

We are seeking a highly skilled and motivated Technical Service Delivery Manager to join our dynamic team in Europe. You need to be technical, ie understand solution architecture of integrating systems, the ability to setup a chart in grafana, logon to a linux machine and check diskspace, understand a bit about patch management. We're looking for someone who understands well the job of the engineers.

The ideal candidate will play a pivotal role in ensuring the successful delivery of AWS and on-prem focused 24/7 support activities, maintaining client satisfaction, and fostering strong relationships with stakeholders. This role demands a blend of technical expertise, people management acumen, and exceptional leadership qualities.

Key Responsibilities:

Service Management

• Oversee the end-to-end delivery of 24/7 L2/L3 critical systems technical support ensuring constant, high quality support level. 
• Develop detailed reporting plans, manage schedules, lead scrums, continually evaluate and improve support workflows. 
• Support and contribute to investigations of major incidents and actively engage teams in RCA process
• Drive continual automation improvement for all support processes

Client Relationship Management

• Act as the primary point of contact for 2 clients, understanding their needs and ensuring their expectations are met or exceeded.
• Conduct monthly reporting meetings with clients to provide updates, gather feedback, and address any concerns.
• Develop and implement a continual improvement plan with customers to ensure there is monthly progress and improvements in the support service

Team Leadership

• Lead and mentor a team of 8-12 technical professionals, fostering a collaborative and high-performance work environment.
• Assign tasks, monitor progress, and ensure team members have the necessary resources and support.
• Organize, document and lead handover meetings between support teams 

Quality Assurance

• Ensure that all deliverables meet the highest quality standards and adhere to AWS best practices.
• Implement and maintain quality control processes to identify and rectify any issues promptly.

Process Improvement

• Continuously evaluate and improve service delivery processes to enhance efficiency and effectiveness.
• Stay updated with the latest AWS services and industry trends to incorporate best practices into service delivery.

Reporting and Documentation

• Prepare and present regular reports on project status, performance metrics, and service delivery outcomes to senior management and clients.
• Maintain comprehensive documentation of support activities, incident resolutions, develop a knowledge base and and participate in client interactions.

Qualifications and Requirements:

Experience

• Minimum 5 years as a manager and at least 15 years of total experience in IT Operations and application support, focused on system support delivery.
• Experience in some technical parts.

Certifications

• Holding a certificate for AWS technologies would be a positive else you would be expected to learn for it on the job.  

Technical Skills

• Basic understanding of AWS services and architecture
• Basic understanding of Networking, firewalls and traditional DC servers 
• Proficiency in service management tools and methodologies (e.g. Jira, confluence, Agile, Scrum).
• Demonstrated proficiency in preparing reporting related to contract KPI's, business goals and technical progress 

Soft Skills

• Excellent communication and interpersonal skills in 
• English language (Min C1 level). Swedish or Polish is also an advantage
• Strong leadership and team management abilities.
• Problem-solving mindset with the ability to handle multiple priorities effectively.
• Ability to motivate team under pressure to solve critical incidents

Other Requirements

• Demonstrated ability to efficiently work remotely
• Willingness to travel as needed for client engagements.

Desired Skills

• Experience with DevOps practices and tools.
• Knowledge of IOT and interest in generative AI.
• Proven track record of managing large-scale L2/L3 support services.
• Strong analytical and strategic thinking capabilities.

WHAT WE OFFER:

• Competitive salary.
• Opportunity to work with cutting-edge technologies.
• Professional development and certification opportunities.
• A collaborative and inclusive work environment.
• Career growth and advancement opportunities within the company.

ABOUT KOLOMOLO

Kolomolo is a global leader in digital solutions, renowned for pushing tech boundaries. As we continue to grow, we’re seeking an experienced Support Service Delivery Manager to join our agile, forward-thinking team.

What sets us apart

At Kolomolo, we break the corporate mold. We offer:

• Agile Teams & Autonomy: No micromanagement. You’ll own your projects and enjoy the freedom to innovate.
• Work-Life Harmony: Inspired by Scandinavian values, we prioritize balance and flexibility—remote work and asynchronous collaboration are in our DNA.
• Learning & Growth: Continuous learning is at our core. We reward hard work, value smart ideas, and foster an environment of mutual respect and trust.
• Inclusive Culture: We believe in working hard and playing harder! Our team is passionate, supportive, and fun-loving.
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Join Kolomolo and elevate your career with cutting-edge technology, a supportive team, and a company that truly values your input.

Ready for the next step? 

Apply now and start an exciting journey of growth and innovation with us!