Technical Service Delivery Manager – Senior

About the role

Motivus is seeking a senior‑level Technical Service Delivery Manager to lead a team of junior application support agents within its Global Delivery Organization. The role is fully remote and combines ITIL‑based service management, DevOps/CI‑CD practices, and people development to ensure contractual SLA/KPI performance and high‑quality client service.

Key responsibilities

• Lead, coach and develop Junior Application Support Agents (SDA and SysAdmin profiles) in daily service delivery.
• Own end‑to‑end Incident Management, including P1/P2 bridge leadership, resolution coordination and stakeholder communication.
• Drive Problem Management by identifying recurring failure patterns, maintaining the KEDB and leading remediation initiatives.
• Validate escalation decisions, guide triage logic and close knowledge gaps in real time.
• Run daily stand‑ups, ticket queue reviews and structured 1:1s; create individual development plans aligned to technical tracks.
• Maintain contractual accountability for SLA/KPI performance and act as primary client contact for technical escalations.

Required profile

• 6+ years combined experience in IT Service Management and technical support.
• Bachelor’s degree in Computer Science, Systems Engineering, IT or related field (or equivalent experience).
• Advanced proficiency in English and Spanish.
• ITIL 4 Foundation certification (required); ITIL 4 Managing Professional preferred.
• Availability for on‑call rotations and off‑hours support during critical incidents.

Required skills

• ITIL 4 Foundation (and preferably Managing Professional).
• Incident Management.
• Problem Management.
• Service Delivery and SLA/KPI management.
• DevOps / CI‑CD concepts.

What we offer

• Opportunity to work in a fast‑growing, international digital services company.
• Remote work with flexible scheduling.
• Professional development through coaching and technical mentorship.