Karjera

Service Delivery Manager

Job Summary:
The Service Delivery Manager is responsible for ensuring the successful delivery of Managed Network and Security Services to clients. This role involves coordinating internal resources, managing client relationships, and ensuring that services are delivered in accordance with service level agreements (SLAs).

Key Responsibilities:
• Client Relationship Management: Act as a primary point of contact for clients, addressing concerns, feedback, and service requests to ensure satisfaction.
• Service Level Management: Monitor and report on service performance against SLAs, ensuring compliance and addressing any issues proactively.
• Incident and Problem Management: Oversee the response to service outages or incidents, coordinating with technical teams to resolve issues efficiently.
• Change Management: Manage service change requests, ensuring alignment with client needs and minimizing disruptions.
• Team Collaboration: Work closely with cross-functional teams (technical support, operations, sales) to enhance service delivery and address client requirements.
• Reporting and Documentation: Prepare regular reports on service performance metrics, trends, and improvement areas for stakeholders and clients.
• Continuous Improvement: Identify opportunities for improving service delivery processes and client satisfaction, proposing and implementing enhancements as needed.
• Service Management Framework Improvement: Foster best practices and industry standards (primarily ITIL and ISO 20000) for efficient service management. Drive organizational adherence to ISO 20000 and certification achievement/maintenance.

Qualifications:
• Education: Bachelor’s degree in the field of IT or business administration would be highly appreciated; relevant certifications (e.g., ITIL, PMP) are a plus.
• Experience: Minimum of 3 years in a service delivery or management role within the IT or managed services industry.
• Technical Knowledge: Strong understanding of network services, infrastructure, and terminology related to managed services.

Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities and work under pressure.
• Proficiency in project management tools and service management (ITSM) platforms.
• Fluent English and Lithuanian languages.

What do we offer:
• 3200-4600 EUR/month gross salary.
• Training and development resources.
• Health insurance.
• Friendly organizational culture with a strong focus on employee growth.