Why Valtech? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.
The opportunity
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.
We are proud of:
- The work we do and the innovation we drive
- Our values of share, care and dare
- A workplace culture that fosters creativity, diversity and autonomy
- Our borderless, global framework, which enables seamless collaboration
The role
As a Senior Service Manager you will be a part of the Global Service Center of Valtech. As such you will be responsible for implementing and managing operational support services for our large international clients, dealing with teams scattered around the world, the IT department of our client, security compliancy rules within Valtech and imposed by our clients.
The services you provide concern large online Commerce of Experience platforms that depend heavily on backend services provided by our client and external services provided by 3rd party vendors. As Service Delivery Manager you take point in constructing and managing a support organization and processes that deals with a complex landscape of vendors, corporate clients, agile teams and high paced delivery.
You are expected to guide Valtech's support teams to deliver optimal services, interact with 3rd party vendors to smoothen support and deliver an end-to-end service to our client, but you’re work doesn’t stop here. You also liaise with the delivery team to ensure that the delivered quality will match SLA expectations.
You will thrive in this role if you are:
- A curious problem solver who challenges the status quo
- A collaborator who values teamwork and knowledge-sharing
- Excited by the intersection of technology, creativity and data
- Experienced in Agile methodologies and consulting (a plus)
Role responsibilities
- Set-up and manage SLA reporting;
- Manage service processes within the context of your account(s);
- Set-up, monitor and manage processes for incident management, problem management, pro-active application maintenance, change management, request fulfilment and user support;
- Manage stakeholders around your account;
- Coordinate and manage 3rd parties that the platform(s) depend on;
- Interact with clients on a daily basis, not just during incidents;
- Contribute to the overall quality of Valtech's operational services;
- Connect ITIL based services to Valtechs agile way of working;
- Share knowledge with and learn from your peers in the Technology Run craft circle;
- Contribute to the delivery process by assisting to construct delivery KPIs in alignment to the SLA, release processes to guarantee stable releases and correct communication processes, quality gates to minimize risk of incidents on production;
- Minutely manage and coordinate security and privacy related processes for your account(s);
- Support setting up and negotiating managed service contracts and SLAs;
- Support managing service accounts financially.
Must have qualifications
- 5+ years of relevant experience with similar role;
- Experience with setting up managed services contracts and SLAs;
- Excellent command of English (C2);
- Knowledge of and experience in ITIL, ASL and/or BiSL.
- Familiar with DevOps principles.
- Preferably experience with online commerce and/or experience platforms;
- Experienced to work with off shored teams and in a multi-cultural context.
If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At Valtech, we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn.
Commitment to reaching all kinds of people
We design experiences that work for all kinds of people - and that starts with our own teams. At Valtech, we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable Valtech for all.
The benefits
Mental and physical health:
- 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
Personal and professional development:
- Internal workshops & learning initiatives
- English language classes compensation
- 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
Valtech Poland has a system of progressive benefit packages – the longer you stay with the company – the more benefits you get.
Your application process
Once you apply, our Talent Acquisition team will review your application. If your skills and experience align with the role, we’ll reach out for next steps.
⚠️ Beware of recruitment fraud: Only engage with official Valtech email addresses ending in @valtech.com.
We are committed to inclusion and accessibility. If you need reasonable accommodations during the interview process, please either indicate it in your application or let your Talent Partner know.
About Valtech
Valtech is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world.
At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more.
At Valtech, we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate.
Are you ready to create what’s next? Join us.