Service Delivery Manager (IT Operations)

🚀 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:

The Service Delivery Manager leads the IT support team responsible for ensuring the stability, security, and efficiency of a complex engineering IT environment, combining people leadership, service management, operational excellence, and stakeholder coordination to deliver a high‑quality and reliable support experience for engineering end users. The role oversees and ensures the effective delivery of critical IT services that enable engineering activities across the organization, including Active Directory domain management for engineering workstations; packaging, installation, and deployment of engineering applications and software licenses; management of technical filesystems and storage environments for engineering data; troubleshooting and resolution of user issues related to engineering tools, workstations, and environments; and lifecycle management of the engineering IT landscape, such as major operating system upgrades and the coordination and rollout of major software releases.

On a given day, a Service Delivery Manager will:

• Lead, organize, and prioritize daily activities and workloads of the engineering IT support team
• Ensure effective handling of incidents, service requests, and changes through ServiceNow or equivalent ITSM tools
• Define, implement, and continuously improve operational processes and support workflows
• Maintain service continuity, ownership, and accountability across all engineering IT support services
• Act as the primary escalation point and lead resolution of complex issues and technical crises
• Coordinate and communicate with engineering leadership, management, security teams, and key stakeholders
• Drive post‑incident reviews, root cause analysis, and corrective actions to prevent recurrence
• Define, monitor, and report KPIs related to service performance, backlog, availability, and service health
• Balance operational support, project initiatives, and crisis response to ensure operational readiness
• Provide transparent, data‑driven reporting and regular status updates to management and stakeholders

Requirements:
In order to be successful in this role you will need:

• Strong understanding and experience of enterprise IT environments, including Active Directory domain administration, application packaging and deployment, filesystem and storage management principles, and engineering workstation environments (Windows and Linux)
• Hands‑on experience with IT Service Management (ITSM) platforms such as ServiceNow
• Strong data analysis capabilities, with experience processing, manipulating, and visualizing data using Excel, Power BI, and Python
• Proven experience leading technical support or IT operations teams
• Strong prioritization and workload management skills, with the ability to operate effectively under pressure
• Excellent problem‑solving and crisis‑management mindset, with effective communication skills across technical teams, internal customers, and senior management
• Experience designing KPIs and service performance metrics
• Familiarity with engineering tools and environments (e.g., CAD, simulation platforms)
• Knowledge of ITIL processes and service management best practices

Benefits:
About the team:

Our Engineering Team is a dynamic group of skilled professionals who design and deliver tech solutions for our B2B clients. You'll find us working in cross-functional squads, typically composed of software engineers with diverse specializations, a dedicated Product Owner, and often a UX/UI designer, all focused on delivering high-quality, client-driven solutions through agile collaboration.

We stay at the forefront of technology—using cloud platforms, data analytics, and modern development frameworks—while fostering a culture of learning and knowledge sharing.

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.

🌍 Work Without Borders

• Location-fluid culture with work-from-anywhere flexibility.
• Modern workspaces designed for collaboration, open for visits as often as you like.
• Flexible working hours to accommodate your productivity peaks.

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.