IT Service Delivery Manager

Quick Facts

• Role: IT Service Delivery Manager

Description

You will oversee end-to-end coordination of customer support services, ensuring deliveries meet required quality and align with service contracts. You will connect customer needs with internal technical teams and manage both the process and financial aspects of support delivery to sustain long-term customer satisfaction. Responsibilities include support demand coordination, staffing management, contract handling, support process preparation/monitoring, customer meetings and reporting, transition management into support, and continuous quality improvement.

Responsibilities

• Ensure fulfillment of service contract conditions
• Coordinate and manage customer support requests
• Coordinate customer support staff and systems engineers
• Manage service contracts, support work orders, and supplier/vendor contracts
• Prepare and control customer support processes
• Conduct regular customer meetings and provide reporting
• Manage customer transitions into support
• Monitor and improve the quality of support services
• Work in vendor support systems (Cisco, HPE, Fortinet, etc.)
• Perform financial planning for work orders, related controlling, and work in an ERP system

Benefits

• Company car
• Company laptop and phone
• Multisport card
• Financial contribution for the birth of a child
• Company events, team building, and sports activities
• Contributions to pension and life insurance
• Contribution for purchasing hardware/software
• Language training
• Opportunity to develop and deepen qualifications
• Extra days off
• Career growth opportunities