Service Delivery Manager (End User Services)

Quick Facts

• Own and improve End User Services delivery across the organization
• Lead vendor management, service governance, and escalations for outsourced services
• Drive reliability, security, cost-effectiveness, and end-user experience

Description

Oversee and continuously improve End User Services across the organization to ensure reliable, secure, and cost-effective workplace technology focused on a strong end-user experience. A large portion of the services is delivered by external providers, so you will manage vendors and ensure SLAs, KPIs, service quality, and contractual commitments are met. You will coordinate end-user service operations and drive continuous improvement, standardization, automation, and service quality in a complex, fast-changing environment.

Responsibilities

• Oversee End User Services delivery across the organization
• Manage outsourced service providers and ensure agreed SLAs, KPIs, service quality, and contractual commitments are met
• Act as the main escalation and coordination point for End User Services
• Drive continuous improvement, standardization, automation, and service quality
• Coordinate operational processes: incidents, problems, changes, releases, and service lifecycle activities
• Oversee End User Services projects and initiatives with Project Managers, Architects, Security, Infrastructure, Network, and business stakeholders
• Coordinate the End User Services roadmap and lifecycle planning
• Monitor service performance, risks, user experience, licensing, operational costs, and provider performance
• Provide input to annual budgeting, forecasting, vendor reviews, and technology investments
• Support RFI/RFP/RFQ and procurement activities and service transition into operations
• Ensure clear service ownership and responsibility boundaries across internal teams and suppliers

Requirements

• 8+ years of professional IT experience
• Experience in End User Computing, Digital Workplace, Microsoft 365, endpoint management, infrastructure services, or related areas
• 2–3+ years of experience in service delivery, service ownership, technology management, or a similar leadership role
• Strong experience managing outsourced IT services and third-party providers
• Good understanding of Microsoft 365, Teams, Exchange Online, OneDrive, and SharePoint
• Good understanding of endpoint management, especially Windows and Apple/iPadOS environments
• Experience with SLAs, KPIs, operational escalations, service reviews, and continuous improvement
• Familiarity with ITIL processes, especially Incident, Problem, Change, and Service Level Management
• Experience coordinating projects, service transitions, and technology lifecycle activities
• Experience with budgeting, vendor management, licensing, and operational cost control
• Strong communication, stakeholder management, and influencing skills
• Ability to work across multiple teams and suppliers without direct authority
• Ability to bring structure to ambiguity and drive topics to resolution

Benefits

• Contract of employment
• Annual bonus
• Private medical care
• Cafeteria Platform/Multisport
• Subsidized English lessons
• Group insurance
• Two additional days off (Good Friday, Friday after Corpus Christi), with possibility to exchange for other holidays
• Employee Referral Bonus Program
• Attractive discounts for products and services at stations
• Employee stock purchase plan
• Employee Assistance Program (Lyra)
• Modern and convenient office (virtually visitable)
• Trainings and possibility to develop skills in a wide international environment