At SCC Romania, we are looking for an experienced and driven Technical Service Delivery Manager to join our team and play a key role in driving operational excellence across our technology services organization.In this role, you will collaborate with Operations, Service Delivery, Engineering, Architecture, Security, and global delivery teams to improve service performance, strengthen operational governance, and drive continuous improvement initiatives. Leveraging insights from ServiceNow, LogicMonitor, and other operational data sources, you will help optimize service delivery, enhance customer outcomes, identify automation opportunities, and ensure services remain efficient, scalable, and aligned with business priorities.Responsabilities: Lead the Operational Excellence rhythm across Technical Operations, ensuring improvement priorities are clear, visible and actively progressed.Provide leadership-level insight on operational performance, service trends, cost-to-serve indicators and areas requiring focus.Coordinate service improvement activity across teams, ensuring actions, owners, blockers and outcomes are tracked through to completion.Support cost and billing governance by maintaining clear operational evidence and highlighting areas requiring review or challenge.Drive standardisation and repeatability across operational processes, helping reduce duplication and improve consistency across delivery locations.Support automation and shift-left opportunities by identifying where improved process, ownership, tooling or documentation can improve operational outcomes.Use ServiceNow reporting, categorisation, workflow and operational data to improve visibility of incident trends, data quality, SLA performance, backlog position and improvement priorities.Use LogicMonitor monitoring data to support alert tuning, dashboard requirements, monitoring coverage review, signal-to-noise reduction and operational focus.Contribute to operational governance, risk coordination and transformation readiness through clear evidence, documentation and follow-up.Work with stakeholders across Operations, Service Delivery, Architecture, Engineering, Security and global delivery teams to align improvement activity to business priorities.Requirements:Experience in IT Operations, managed services, service improvement, operational governance or a related technology services environment.Strong operational improvement capability, with the confidence to work across multiple teams and progress improvements through delivery.Able to understand operational performance, identify areas requiring focus and present clear recommendations to stakeholders.Good understanding of service management, operational governance, reporting and continuous improvement practices.Practical experience using ServiceNow for ITSM reporting, incident/request/change/problem data, categorisation, dashboards and operational workflow improvement.Practical experience using LogicMonitor for monitoring, alert triage, alert tuning, dashboard/reporting requirements, monitoring coverage review and signal-to-noise reduction.Comfortable working with operational tooling and service data without needing to be a deep technical specialist.Strong stakeholder management skills, with the ability to challenge constructively and influence across operational and leadership groups.Clear communicator with strong documentation, follow-up and evidence management skills.Able to manage competing priorities and keep improvement activity moving alongside BAU operational demand.Join SCC and help shape the future of service delivery by driving operational excellence, continuous improvement, and innovation across our global technology landscape. Show more Show less