Senior Technical Lead, Service Delivery at ServiceRocket

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

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: Deadline (deliver on time), Quality (technical and functional excellence), Budget (monitor scope and cost)
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 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
Handle communication, planning, and strategy for the adoption of new tools and features

Skills

Cloud Migration

Service Management

Technical Design

Project Delivery

Stakeholder Management

Risk Mitigation

Discovery Sessions

ServiceRocket

Consulting and services for Atlassian products

About ServiceRocket

ServiceRocket offers solutions and services for Atlassian products like Jira and Confluence, including consulting, training, managed services, licensing, and apps. The company helps businesses of all sizes optimize their use of Atlassian software to improve project management and collaboration. Unlike its competitors, ServiceRocket provides a comprehensive suite of services tailored to enhance the value of Atlassian investments. The goal is to maximize productivity and efficiency for organizations using these tools.

Sydney, AustraliaHeadquarters

2001Year Founded

$270KTotal Funding

SEEDCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Stock Options

401(k) Retirement Plan

Paid Vacation

Hybrid Work Options

Risks

Increased competition from other Atlassian partners could erode market share.

Appfire's acquisition may reduce ServiceRocket's product offerings and revenue.

Focus on Atlassian may limit diversification and long-term growth.

Differentiation

ServiceRocket bridges the consumption gap for software companies and enterprises.

It offers a comprehensive suite of services for Atlassian products.

ServiceRocket is a Global Atlassian Platinum Solution Partner.

Upsides

Increased demand for remote work solutions boosts ServiceRocket's collaboration tools.

Digital transformation trends align with ServiceRocket's integration services expertise.

The rise of low-code platforms creates opportunities for custom app development.

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