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 Service Delivery Manager, you will ensure the stability, continuity, and quality of multiple software platforms used across diverse business areas. Your work directly impacts operational efficiency, user satisfaction, and cross‑team alignment by driving smooth day‑to‑day service delivery, transparent communication, and continuous improvement of maintenance processes.

On a given day, a Service Delivery Manager will:

• Lead daily/weekly operational syncs, retrospectives, and stakeholder review meetings.
• Provide clear updates on service performance, SLA compliance, risks, KPIs, and improvement actions.
• Oversee incident management and ensure consistent triage, categorization, routing, and follow‑up of L1/L2 tickets.
• Coordinate with support, engineering, and business teams to resolve incidents, plan upgrades, and execute maintenance activities.
• Monitor service health, identify trends, support root‑cause analysis, and implement preventative measures such as process improvements, documentation updates, automation, or monitoring enhancements.
• Ensure high‑quality reporting on ticket volumes, backlog status, SLA metrics, and repeat issues.
• Support release readiness, testing coordination, and communication of upcoming changes.
• Contribute to capacity reviews and quarterly planning by assessing workload distribution, operational trends, and prioritization needs.

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

• 2–3 years of experience in Service Delivery, IT Service Management, or software/platform maintenance.
• Strong understanding of SLA management, KPI tracking, and operational governance.
• Experience working with L1/L2 support, engineering teams, QA, or SRE functions.
• Excellent communication skills with the ability to translate technical topics into clear stakeholder‑friendly updates.
• Hands‑on experience using tools such as ServiceNow, JIRA, and Confluence.
• Familiarity with release coordination, patching, upgrades, and lifecycle maintenance activities.

Nice-to-have:

• ITIL Foundation or similar certification.
• Experience with engineering platforms, data pipelines, or cloud‑based systems.
• Understanding of SRE concepts, incident postmortems, or change‑management practices.

Benefits:
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.