Senior Service Manager

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 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.

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
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
Must have qualifications

To be considered for this role, you must meet the following essential qualifications

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 qualifications

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

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

This is a position based in Poland.

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

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!

Beyond a competitive compensation package, we offer

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

Your application process

Once you apply, our Talent Acquisition team will review your application. Your CV should cover key information on relevant experiences and expertise. We do not require information such as age, gender, marital status, or a headshot in your application. We review all candidates based on skills, experience, and potential.

⚠️ Beware of recruitment fraud!

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.