Technical Service Delivery Manager | Lisbon / Remote

Description

Job Summary: MORO TECH is recruiting a Technical Service Delivery Manager to lead technical delivery, operational stability, and continuous improvement of critical applications. Key Highlights: 1. Lead technical delivery and operational stability of critical applications 2. Coordinate incident resolution and problem management 3. Ensure compliance with ITIL processes and operational standards MORO TECH is recruiting a Technical Service Delivery Manager to join its team on a full-time basis, based in Lisbon with remote work capability. MORO TECH is a technology company with a global team, focused on enterprise transformation solutions, data-driven strategies, and specialized technical expertise. This role involves collaboration with one of the world's largest OEMs, contributing to the stability, continuous improvement, and technical delivery of mission-critical business applications. **Responsibilities:** Lead technical delivery, operational stability, and continuous improvement of critical applications; Manage the daily incident process across all supported applications; Organize and facilitate daily incident review meetings; Monitor application health, critical incidents, SLA performance, and operational risks; Monitor ServiceNow queues, SLAs, KPIs, ticket quality, and process compliance; Coordinate incident resolution among L2/L3 teams, vendors, business teams, and technical stakeholders; Validate incident severity, impact, priority, technical evidence, and closure quality; Lead L2 activities during critical incidents, including technical coordination, resolution tracking, communication, and escalation; Facilitate post-incident reviews, ensuring documentation of lessons learned, responsibilities, and follow-up actions; Perform technical triage of complex incidents through log analysis, alerts, system behavior, and diagnostic evidence; Guide engineers during troubleshooting processes; Ensure sufficient technical analysis prior to escalation to L3 or engineering teams; Coordinate application releases with L3 engineering teams; Validate release readiness, deployment plans, rollback strategies, and post-deployment verifications; Support emergency releases and hotfixes, ensuring appropriate risk assessment, communication, and approvals; Participate in CAB and change approval processes; Represent operational readiness, service impact, and technical risks in change forums; Conduct problem management for recurring incidents; Lead root cause analyses, coordinate permanent fixes, and track corrective actions; Support service availability, reliability, and operational resilience through proactive monitoring and trend analysis; Ensure audit readiness and adherence to ITIL processes, operational standards, documentation, and knowledge management. **Requirements:** 5+ years of experience in Technical Service Delivery, Application Support, IT Operations, Production Support, or similar technical leadership roles; Practical knowledge of incident management, major incident management, problem management, change management, and release coordination; Experience leading technical incident triage, troubleshooting, escalation management, and operational decision-making under pressure; Ability to analyze logs, monitoring alerts, application behavior, technical evidence, and service health indicators; Solid understanding of application support models, L2/L3 collaboration, vendor coordination, production deployments, rollback planning, and post-deployment validation; Experience with ServiceNow or similar ITSM platforms; Ability to manage queues, SLAs, KPIs, ticket quality, reporting, and process compliance; Strong communication skills, including the ability to translate technical topics into clear updates for business stakeholders and senior audiences; Analytical mindset and experience in root cause analysis, reduction of recurring incidents, corrective actions, and continuous improvement; Ability to guide engineers, challenge technical assumptions, and maintain ownership of resolution progress; Strong organizational skills, prioritization ability, sense of accountability, stakeholder management, and operational governance. **Preferred Qualifications:** ITIL Foundation, ITIL Managing Professional, or equivalent certification; Experience in application support, software engineering, cloud platforms, middleware, integrations, databases, or enterprise application environments; Familiarity with observability, monitoring, alerting, SRE practices, operational resilience, and availability management; Experience in CAB forums, change governance, release readiness reviews, and production deployment coordination; Experience with external vendors, distributed engineering teams, or multi-vendor support models; Knowledge of Lean, Kaizen, Continuous Improvement, Built-In Quality, or similar operational excellence methodologies. **Travel Requirements:** Willingness to travel approximately once per month to Brussels; Participation in meetings with stakeholders, operational reviews, workshops, and service governance activities. **Offer:** Full-time employment; Remote work possibility, based in Lisbon; Competitive compensation package; Annual performance and salary reviews; Monthly meal vouchers; Premium private health insurance for employee and family; Additional vacation days; Annual training budget; Up-to-date technological equipment, with optional upgrade opportunities; Structured professional growth plans; Regular progression tracking; Integration into a global, dynamic technology team. **Diversity and Inclusion:** MORO TECH values diversity and fosters an environment where different perspectives, experiences, and individualities are respected and appreciated. The company promotes an inclusive culture where each person can contribute authentically and participate in the collective growth of the team.