IT Service Delivery Manager

Quick Facts

• Role: IT Service Delivery Manager

• Location: Pilsen (3 days office, 2 days home office)

• Contract: Classic employee contract

Description

Oversee end-to-end delivery of business-critical IT services, ensuring agreed service levels and customer expectations are consistently met. Serve as the main point of contact for service-related matters, lead service review meetings, and manage escalations and Major Incident communications. Drive root-cause analysis, continuous service improvements, KPI-based performance reporting, and governance compliance.

Responsibilities

• Ensure end-to-end IT service delivery meets SLAs and service levels

• Manage stakeholder relationships and act as the primary service contact

• Lead service review meetings with updates on performance, risks, and improvements

• Coordinate resolution of service escalations

• Own Major Incident communications and coordinate technical teams

• Perform root cause analysis and track improvement actions

• Support service transitions, upgrades, implementations, and infrastructure changes

• Monitor KPIs and operational reporting to identify optimization opportunities

• Contribute to IT service management process and operational standard enhancements

• Ensure compliance with governance frameworks, policies, and industry best practices

• Coordinate with third-party vendors and service providers

• Promote continuous service improvement and operational excellence

• Support additional technology services initiatives and projects as needed

Requirements

• 5+ years of experience in IT Service Delivery, IT Operations, Service Management, or a similar customer-facing IT role

• Strong understanding of IT infrastructure, including networking, security, cloud technologies, and enterprise platforms

• Experience managing service performance, service reviews, SLAs, KPIs, and operational reporting

• Proven ability to coordinate cross-functional teams and manage multiple priorities

• Excellent stakeholder management and communication skills

• Experience handling service escalations and Major Incidents in a structured and professional manner

• Strong analytical mindset and problem-solving capabilities

• Ability to work independently while collaborating effectively within international teams

• Fluent English (Czech preferred)

Benefits

• Regular training and professional development opportunities

• Home office / remote work flexibility

• Clear opportunities for career growth and advancement

• Company events and team-building activities

• Meal vouchers

• 5 weeks of annual leave

• Additional employee benefits and perks