SENIOR PROJECT MANAGER MANAGED SERVICES

Svitla Systems Inc. is looking for a Senior Project Manager for a full-time position (40 hours per week) in Ukraine to run our Technical Support Services/Managed Services functions.

This role is central to how we support our customers, whether it’s through application support (L1 to L3), software maintenance, or managing cloud infrastructure support teams across AWS, Azure, and GCP. We need a hands-on leader with real-world experience building support teams from scratch, who has worked with globally distributed teams, and knows how to scale a support operation that balances people, process, and tools.

In addition to leading day-to-day support operations, this person will actively support our sales efforts, contributing to client proposals, helping shape support models, and providing cost and effort estimates during pre-sales.

Requirements

• 7+ years of experience in managing technical support, service delivery, or operations, with at least 3 years in a leadership role.
• Experience setting up or scaling technical support teams from the ground up.
• Solid understanding of L1–L3 support levels, including how to structure teams and processes for each.
• Experience designing and managing support teams that operate 24/7/365. Ideally, you’ve managed distributed or global teams before.
• Strong knowledge of cloud infrastructure support across AWS, Azure, and GCP.
• Familiarity with support tools like Jira, Zendesk, ServiceNow, or similar platforms, as well as infrastructure and application monitoring systems.
• Experience contributing to proposals, building support models, and providing effort estimates during sales and pre-sales.
• Strong communication and collaboration skills—comfortable working with technical teams and external clients.
  
  

Nice To Have

• ITIL certification or experience working in ITSM environments.
• Background in software development or engineering support.
• Experience working in a consulting, managed services, or B2B SaaS organization.
  
  

Responsibilities

• Build and lead a global technical support function covering L1–L3 support, cloud infrastructure, and software maintenance services.
• Organize and manage teams providing 24/7/365 coverage through smart shift planning and reliable on-call structures.
• Define and improve support workflows, SLAs, and incident response processes to ensure fast, high-quality service.
• Set up the right tools and systems to manage tickets, monitor performance, and share knowledge.
• Work closely with Engineering, DevOps, and Delivery teams to ensure the support team has the context and documentation they need.
• Support business development by contributing to client proposals, defining technical scopes, and estimating support efforts during pre-sales.
• Help shape the long-term strategy for scaling and improving our support services.
• Hire, coach, and mentor support team members as we grow.
  
  

We offer

• US and EU projects based on advanced technologies.
• Competitive compensation based on skills and experience.
• Annual performance appraisals.
• Flexibility in workspace, either remote or in one of our development offices.
• Comprehensive medical insurance including dental and massages.
• Sport reimbursement program for onsite and online activities.
• Support of a healthy lifestyle, compensation for running events.
• Bonuses for recommendations of new employees.
• Bonuses for article writing, public talks, other activities.
• Personal loan budget available for long-term personnel.
• 20 vacation days, 10 national holidays and sick leaves.
• Maternity leave policy and family days off.
• Full compensation for conferences, courses, English classes.
• Free webinars, meetups and conferences organized by Svitla.
• Gifts for New Year, anniversaries, children, and more.
• Fun corporate celebrations and activities, regular lectures on various topics.
• Awesome team, friendly and supportive community!