Service Delivery Manager

Do you continuously strive to provide excellent service to your clients? Do you continuously work with your team members in order to achieve great quality of delivery? If Yes, then you might be a fit for our Service Delivery Manager position.

If you have:

• Exceptional service delivery management, time management and multi-tasking skills with a proven record of successfully managing all aspects of large, complex and organization-wide projects through to completion
• Understanding of ITSM and/or ITIL Foundations certification
• 10+ years of experience on similar positions as IT Manager, Service Delivery Manager and/or Project Manager
• Understanding of relevant DevOps methodologies, concepts, tools and technologies
• Expertise in infrastructure and Cloud-based technologies;
• Experience with security and automation;
• Project Management and Quality Control Skills;
• Experience in Resource Planning

Then your responsibilities will include:

• Leading the IT Operations and Support teams for DevOps and Cloud Projects
• Manage the teams delivering such services for business customers with strict KPIs, SLAs, 24/7 service hours coverage and on-call availability
• Managing day-to-day communication with the customers and engineers
• Managing and maintaining shifts calendar, plan vacations and absences
• Preparing and delivering weekly and monthly service status reports
• Preparing quotations for new services to existing customers, or full offer for new customers
• Effectively managing team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out
• Offering exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
• Assisting with or performing administrative tasks
• Developing working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
• Resolving service desk problems and improving current service desk methods to increase productivity and customer service
• Monitoring department issues and client complaints to define patterns and work to lessen those recurring issues

Perks for you:

• The comfortable, friendly, and supportive working atmosphere
• Remote work
• Private Health Insurance
• Possibility for personal and professional growth within a stable environment
• Permanent employment and competitive salary
• Social and sport benefit