This role supports Deltatre's OTT and Digital customers 24/7 through the B2B service desk. You will lead the team responsible for application-level support across the products powering streaming and digital experiences for some of the world's largest sports and entertainment brands. The work is operationally demanding — protocol-driven response during live event peaks, SLA accountability across multiple clients, and continuous improvement of the workflows that keep the desk effective.

Full-time, office-based in Skopje, including shift-based cover and out-of-hours rotation as required.

Responsibilities

Operational oversight

• Supervise day-to-day service delivery to OTT and Digital customers
• Monitor SLA and KPI compliance, taking action where service is drifting
• Lead the team in resolving complex tickets and act as escalation point for incidents the team cannot resolve alone
• Ensure the local device estate is current — OS and software updates, asset hygiene
• Provide B2B Level 2 cover during peaks, sickness, and bank holidays
  

Team management

• Organise daily workflows and resource allocation across the team
• Provide training, supervision, and feedback that builds capability over time
• Run regular one-to-ones, give honest performance feedback, and protect time for development

Continuous improvement

• Identify and implement operational improvements
• Identify and implement automation opportunities to reduce manual effort
• Work with project managers and technical staff to transition new services into support cleanly

Training and development

• Own onboarding and training for new team members
• Build cross-training across the team so the desk has redundancy of capability

Documentation, reporting, and collaboration

• Maintain accurate documentation on client-specific operational needs, procedures, and escalation protocols
• Report on performance metrics and SLA compliance to senior management
• Work with global technical teams (Video Engineering, Infrastructure, Development) on incident resolution and root cause
• Act as the technical subject matter expert for one allocated client account
• Take part in monthly service desk reviews with internal and external stakeholders
  

You have led a service desk in a 24/7 operation before. You know what good SLA discipline looks like, what kills it, and how to spot the patterns in incoming tickets that mean something needs to change upstream — not just at the ticket level.

Required

• Demonstrated leadership in a similar role, with the organisational discipline to run a 24/7 service desk
• Solid knowledge of SLA / KPI management and operational workflows
• Hands-on experience with at least one major service desk tool (JIRA, ServiceNow, or equivalent)
• Hands-on experience with at least one cloud platform (AWS, Azure, or GCP)
• Hands-on experience with at least one observability tool (Datadog, New Relic, Grafana, or equivalent)
• Familiarity with automation tools and approaches for reducing manual effort
• Comfortable with shift-based coverage and able to maintain protocol-driven response during live event peaks
• Solid problem-solving, organisational, and communication skills

Valued

• ITIL v4 or equivalent service management qualification
• Experience working in a SaaS or OTT environment
• Background managing both internal teams and third-party providers

Who Thrives Here

Running a 24/7 service desk is a discipline. The visible work is the tickets resolved, but the work that matters is the structural — what gets documented, what gets automated, what gets escalated upstream when a pattern shows up. People who do this well are honest about the operation's weak points (they do not pretend things are fine), and they invest in their team rather than rescuing it ticket by ticket.

A good B2B Support Supervisor reads patterns in the ticket flow, holds the line on quality even when volume is high, and writes documentation that future supervisors actually use. The role rewards steady judgement more than heroics.

Process and what to expect

• Introductory conversation: this is a step for us to get to know each other better, and for us to answer all questions you might have around Deltatre.
• 1-hour Technical round of Interview:we will deep dive on your experience and collect examples of the responsibilities you’ve been dealing with in your past experience. It will be a chance do deep dive on the role and for you to ask questions.
• 1-hour Competency Based Interview: we are going to ask you some situational questions around how you deal with real-life scenarios at work. Easier doing it, more than explaining it!

If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate.