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Senior Service Manager

valtech.com Logo

Valtech

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Location:
Poland

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

At Valtech, you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.

Job Responsibility:

  • 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)

Nice to have:

  • ITIL, ASL and/or BiSL certification
  • Experience with online commerce and/or experience platforms
  • Technical affinity to understand platform operations and support requirements
  • Strong client orientation, communication and interpersonal skills
  • Motivated to contribute to operational quality improvements
What we offer:
  • 24 working days of paid vacation
  • National holidays covered
  • Sick leave (up to 20/year)
  • Unpaid leave (up to 20/year)
  • Medical insurance
  • Multisport card OR Multikafeteria
  • Maternity & paternity leave support
  • Internal workshops & learning initiatives
  • Professional certifications reimbursement
  • Participation in professional local & 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
  • Flexibility, with remote and hybrid work options (country-dependent)
  • Career advancement, with international mobility and professional development programs
  • Learning and development, with access to cutting-edge tools, training and industry experts

Additional Information:

Job Posted:
April 16, 2026

Work Type:
Remote work
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