Key skills
AgileScrumKanbanMentoringSales
About this role
Role Overview
- Implement and manage operational support services for large international clients
- Construct and manage support processes and teams in a complex vendor and client landscape
- Set up and negotiate managed service contracts and SLAs
- Monitor and manage service accounts, reporting and performance metrics
- Lead incident, problem, change and request management processes
- Coordinate with 3rd party vendors and internal delivery teams to ensure end-to-end service excellence
- Liaise with clients daily to maintain service quality and satisfaction
- Contribute to continuous improvement in operational excellence and delivery processes
- Manage security and privacy processes for your accounts
- Share knowledge with peers and contribute to the Technology Run craft circle
- Support pre-sales processes as needed
Requirements
- 5+ years of relevant experience in ITIL-based processes and SLA management
- Experience setting up managed services contracts and SLAs
- Familiarity with Agile delivery methods such as SCRUM and Kanban
- Understanding of DevOps principles
- Experience working in an international and multicultural context with offshored teams
- Excellent command of English (C2 level)
Benefits
- Medical insurance
- Sports reimbursement budget
- Home office support
- A number of free psychological and legal consultations
- Maternity and paternity leave support
- Internal workshops and learning initiatives
- English language classes compensation
- Professional certifications reimbursement
- Participation in professional local and global communities
- Growth Framework to manage expectations and define the steps to move towards the selected career
- Mentoring program with the ability to become a mentor or a mentee to grow to a higher position
- Valtech Ukraine has a system of progressive benefits packages in place — the longer you stay with the company — the more benefits you get.