Technical Service Delivery Manager

🚀 Ready to Make an Impact? Join MORO TECH! MORO TECH is a tech house with a global team on a mission to empower businesses to succeed through business transformation solutions, data-driven strategies and a deep technical expertise. Imagine being part of a team working alongside one of the world’s largest OEMs and shaping the future of the industry. Here, your ideas are not just welcomed, they are essential! We thrive on creativity, value diverse perspectives and foster an environment where everyone’s contributions are valued. If you are driven by the sense of doing meaningful work and growing in a dynamic company, let’s connect! The impact of the role: As a Technical Service Delivery Manager, you will lead the technical delivery, operational stability, and continuous improvement of business-critical applications. You will combine hands-on technical oversight with service management leadership, ensuring incidents, releases, changes, and reliability improvements are managed with strong ownership, clear communication, and high operational discipline. On a typical day, you will: Lead the daily incident management process across all supported applications, ensuring incidents are reviewed, prioritized, and progressed based on business impact. Organize and facilitate daily incident review meetings, reviewing application health, critical incidents, SLA performance, and operational risks. Monitor ServiceNow queues, SLAs, KPIs, ticket hygiene, and process compliance to maintain clear operational visibility and control. Coordinate incident resolution activities across L2, L3, vendors, business teams, and other technical stakeholders. Validate incident severity, impact, priority, technical evidence, and closure quality before completion. Lead L2 activities during Major Incidents, including technical bridge coordination, resolution tracking, stakeholder communication, and escalation when required. Facilitate post-major incident reviews, ensuring lessons learned are documented, owned, and followed through to completion. Perform technical triage for complex incidents by reviewing logs, monitoring alerts, system behavior, and available diagnostic evidence. Guide engineers during troubleshooting and ensure sufficient technical analysis is completed before escalation to L3 or engineering teams. Coordinate application releases with L3 engineering teams, validating release readiness, deployment plans, rollback strategies, and post-deployment checks. Support emergency releases and hotfix implementation while ensuring appropriate risk assessment, communication, and approval steps are followed. Participate in CAB and change approval activities, representing operational readiness, service impact, and technical risk considerations. Drive problem management for recurring incidents by leading root-cause analysis, coordinating permanent fixes, and tracking corrective actions. Support availability, service reliability, and operational resilience through proactive monitoring, trend analysis, and continuous improvement initiatives. Maintain audit readiness and ensure adherence to ITIL processes, operational standards, documentation practices, and knowledge management expectations. In order to be successful in this role you will need: 5+ years of experience in Technical Service Delivery, Application Support, IT Operations, Production Support, or a similar technical leadership role. Strong hands-on understanding of incident management, major incident management, problem management, change management, and release coordination. Experience leading technical incident triage, troubleshooting coordination, escalation management, and operational decision-making under pressure. Ability to review logs, monitoring alerts, application behavior, technical evidence, and service health indicators to support incident investigation. Good understanding of application support models, L2/L3 collaboration, vendor coordination, production deployments, rollback planning, and post-deployment validation. Experience using ServiceNow or similar ITSM platforms to manage queues, SLAs, KPIs, ticket quality, reporting, and process compliance. Strong communication skills, with the ability to translate technical issues into clear updates for business stakeholders and senior audiences. Analytical mindset with experience driving root-cause analysis, recurring incident reduction, corrective actions, and continuous improvement. Ability to guide engineers, challenge technical assumptions, and maintain ownership of resolution progress without necessarily being the final code-level resolver. Strong organization, prioritization, accountability, stakeholder management, and operational governance skills. Nice to have ITIL Foundation, ITIL Managing Professional, or equivalent certification. Experience in application support, software engineering, cloud platforms, middleware, integrations, databases, or enterprise application environments. Familiarity with observability, monitoring, alerting, SRE practices, operational resilience, and availability management. Experience participating in CAB forums, change governance, release readiness reviews, and production deployment coordination. Experience working with outsourced providers, distributed engineering teams, or multi-vendor support models. Knowledge of Lean, Kaizen, Continuous Improvement, Built-In Quality, or similar operational excellence methodologies. Travel Requirements Expected travel of approximately one visit per month to Brussels for stakeholder engagement, operational reviews, workshops, and service governance activities. Perks that match your passion: At MORO TECH, we don’t just talk about supporting our team, we build it into everything we do. Here’s how we invest in you. 💰 Your Expertise Rewarded A competitive compensation package that grows with your impact. Annual Performance and Salary Reviews to celebrate your progress. ⚡Supporting Your Daily Success Monthly Meal Vouchers to fuel your creativity. Premium Private Health Coverage for you and your family. Extra vacation days to recharge and explore. 🌱 Never Stop Growing Yearly training budget to master new skills. Cutting-edge tech setup with optional upgrades to customize your gear. Structured growth plans and regular progress check-ins. Please note that benefits may vary based on the location. A glimpse at our principles: We move at the speed of culture. We are always evolving, staying relevant through agility and an entrepreneur spirit. We feel comfortable with the unknown. Innovation requires embracing uncertainty, and we do so with confidence and creativity. We act with passion. Whether we’re achieving our goals or learning from a failure, we do it passionately. We enjoy being diverse. We are committed to fostering an environment where we can celebrate and embrace our diversity and each person's individuality so that people can bring their whole selves to work.