Service Delivery Manager

Quick Facts

• Role: Service Delivery Manager

• Focus: Client relationship management and continuous delivery of IT services and managed services

Description

The Service Delivery Manager serves as the primary interface between the client and the service provider, organizing regular client meetings, ensuring contractual service reporting, and supporting escalations for critical infrastructure events. The role also ensures delivery process adherence, proposes process improvements, and collaborates on maintaining configuration database data quality. Primary responsibility is sustaining client satisfaction and managing overall client relationship; secondary responsibility includes participating in support-service onboarding and identifying new business opportunities.

Responsibilities

• Act as the primary point of contact for client relationship management

• Organize and run recurring client meetings for service delivery

• Ensure regular service delivery reporting in line with contractual obligations

• Support client escalations for critical infrastructure events

• Monitor delivery processes and suggest changes to improve procedures

• Collaborate on maintaining accuracy and cleanliness of the client configuration management database (CMDB) data

• Contribute to organizing and managing service delivery aligned to KPI targets from contracts

• Participate in onboarding support services within defined scope and look for new business opportunities

Requirements

• University or secondary education in a technical field

• General knowledge of the IT environment

• Practical experience in managing service delivery and customer satisfaction

• Knowledge of IT service delivery standards (ITIL), ideally with ITIL certification

• English proficiency at least B2

• Czech language proficiency at native level

• Experience providing IT services

• Very good organizational and communication skills

• Proficiency using computers and standard MS Office tools (power user)

• At least 5 years of experience as a service delivery manager or in implementing services

Benefits

• Work in an international, friendly, and inspiring team

• Exposure to the latest technologies

• Variable annual bonus

• 5 weeks of vacation, 3 sick days, 3 volunteering days

• CZK 1,800 per month budget for predefined benefits (premium healthcare, cafeteria system, Multisport)

• Salary compensation at full level during sick leave for up to 21 working days per year

• Meal allowance

• Contribution to pension savings (DIP)

• On-site refreshments (coffee, tea, fruit) and company breakfasts