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Valtech Logo Valtech · IT - Administration

Senior Service Manager

Ukraine · Job Posted April 16, 2026
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Job Description

As a Senior Service Manager, you are passionate about experience innovation and eager to push the boundaries of what’s possible. You bring 5+ years of experience, a growth mindset and a drive to make a lasting impact.

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

  • 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
  • Progressive benefits packages
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