Service Delivery Coordinator
What we are looking for:
You will be responsible for implementing and managing operation support services for our clients, dealing with teams scattered around the world, IT departments of our client, security compliance rules within both Valtech and our imposed by our clients.
The services provided will include eCommerce and marketing platforms that depend heavily on backend services provided by our client, 3rd party vendors and Valtech. As a Service Delivery Manager/Coordinator you take point in constructing and managing a support organization and processes that deals with complex landscape of vendors, corporate clients, agile teams and high-paced delivery in coordination with a team of Service Managers and Delivery leaders.
You will be expected to guide Valtech’s support teams to deliver optimal services, interact with 3rd party vendors to ensure smooth support and delivery of an end-to-end service for our clients. You will also liaise with the delivery teams to ensure that the delivered quality will match SLA expectations.
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:
In conjunction with service leadership, setting up and negotiating managed service contracts and SLAs
- Set-up and management of SLA reporting
- Manage service processes within the context of your account(s)
- Set-up, monitor and manage process for Incident and Problem management, pro-active application maintenance, change management, request fulfilment and user support
- Manage stakeholders around you account(s)
- Coordinate and managed 3rd parties that support the platforms
- Interact with clients on a daily basis
- Act as a Major Incident Manager for Critical or High priority Incidents/Problems
- Contribute to the overall quality of Valtech’s operational services
- Connect ITIL-based services to Valtech’s agile way or working
- Share knowledge with and learn from your peers in the craft circle
- Contribute to the delivery process by assisting to construct delivery KPI’s in alignment to SLA, release processes to guarantee stable releases and correct communication processes, quality gates to minimize risk of Incident in production
- Manage and coordinate security and privacy related processes for your account(s)
- Contribute to pre-sales processes
What you should have:
Our ideal candidate has 2-5 years of experience in ITIL-based processes and dealing with SLAs – certification is a plus. Also, you have worked with and are familiar with Agile delivery methods such as Scrum and Kanban. You know what a DevOps mindset is and are motivated to contribute to the delivery process and improve operational quality.
You have excellent communication skills, are client oriented, but also assertive, diplomatic, know the digital world of commerce and experience platforms and have a technical affinity to have a basic understanding of how the platforms you are supporting work and what is needed for a stable operation.
- A professional and intellectual ability at an academic level
- 1-5 years of relevant experience or equivalent professional insights
- Experience with delivering against SLAs
- Excellent English skills
- Knowledge and experience with ITIL, ASL or BiSL
- Familiar with DevOps principles
- Preferable experience with online commerce and/or experience platforms
- Experience working with off-shore/near-shore teams in a multi-cultural context
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.