Senior Technical Lead, Service Delivery

Summary

Join ServiceRocket as a Technical Lead and lead the technical design, execution, and delivery of strategic projects. You will own the end-to-end technical delivery, ensuring projects are completed on time, within budget, and with high quality. You will also manage client relationships, stakeholder communication, and risk mitigation. The ideal candidate has experience with multiple disciplines, particularly Cloud Migration and Service Management. You will lead discovery sessions, define goals, translate them into solution designs, and build strong client relationships. This role requires strong technical skills and leadership abilities.

Requirements

• Minimum 5 years of experience working with Atlassian products (Jira, Confluence, JSM, Bitbucket)
• Proven track record of leading end-to-end project delivery in at least one Atlassian Specialization
• Strong command of Atlassian Cloud Migration Assistants, ScriptRunner, and REST APIs
• Excellent communication skills – written, verbal, and presentation – with both technical and non-technical stakeholders
• Hands-on experience with client consulting, project scoping, and agile delivery
• Ability to lead teams and resolve issues under pressure with a delivery mindset

Responsibilities

• Lead the technical delivery and execution of projects from design to go-live
• Ensure projects meet three core priorities in this order: Deadline – Deliver on time, as committed to the client, Quality – Ensure technical and functional excellence, Budget – Monitor scope and cost throughout the project lifecycle
• Lead discovery sessions, assess client environments, define goals, and translate them into solution designs
• Build and maintain strong client relationships by proactively managing expectations and ensuring client satisfaction
• Lead complex initiatives in at least one of these specialization (e.g., Cloud migration, ITSM deployment, Agile at Scale, DevOps integrations)
• Design tailored architectures, manage custom configurations, and support implementation activities
• Drive hands-on technical work, including automation, data migration, and validation
• Provide technical direction and coaching to team members
• Identify, document, and mitigate technical and project risks early
• Collaborate with Project Managers on resource planning, backlog management, and sprint reviews
• Use tools like ScriptRunner (Groovy), Bash, Python, and REST APIs to automate key processes and handle custom requirements
• Guide clients on identity management, data residency, and compliance requirements
• Audit and assess Marketplace Apps and manage app strategy during migrations and implementations
• Communication, planning, and strategy for the adoption of new tools and features

Preferred Qualifications

• Knowledge of the Forge/Connect Frameworks and differences
• Atlassian Certifications (ACP-100, ACP-120, ACP-420, ACP-610, etc.)
• Familiarity with Agile, SAFe, ITIL, or ISO standards

Benefits

• Share the fruit program : when we grow the tree, we share the fruit–when the company grows, we share the profit
• Stock options : you have the opportunity to participate in the ownership of the company
• Health insurance: we support you and your family–your well-being matters
• Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
• Career pathways program : you can grow horizontally, vertically, or any way you want
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture