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Service Delivery Manager

Lokalita Košice
Typ Práce Trvalý pracovný pomer
Platové ohodnotenie 1 400 - 1 700 EUR
Publikované 3 mesiacmi
Kontakt Jopeková Martina
Ref. Č. 3-10-33475

Popis Práce

  • Service Delivery Manager is responsible for managing the ITSM processes in accordance to method based on ITIL best practices
  • SDM will act as single point of contact (SPOC) towards customer as well as account team for all areas within his responsibility
  • SDM is responsible to manage expectations within the particular account team and drive the involved Service Delivery teams to achieve those expectations
  • Monitors, controls and supports Service Delivery; ensuring systems, methodologies and procedures are in place and followed
  • Manage all „operational“ escalations and involve account team if necessary
  • Ensures all elements of the Service Delivery, such as Service Asset & Configuration Management data, ITIL Processes and Operation manuals are properly documented and maintained and the necessary process roles covered
  • Ensures proper measurement (KPI) and reporting of the Service Quality (SLA) is in place
  • Drives Continual Improvement of the Service Delivery performance, Service itself, Quality and Processes, also by means of communication with Service Owners and Process Owners
  • Works with the technical teams to improve technical standards and procedures
  • Acts as Escalation point for Operations related issues and as an interface between Service Delivery and the Customer/Account team
  • Ensures the agreed SLA is known and adhered to within Service Delivery


  • Excellent management, interpersonal, communication, presentation, and organizational skills
  • Excellent customer facing/customer service skills, experience in customer expectation management
  • Self-driven to achieve goals independently as well as within a team
  • Able to work under pressure and effectively prioritize tasks
  • Experienced Service Management professional (5+ years’ experience in IT Operations support)
  • Broad technical overview of IT technologies, practices and standards
  • Ability to speak English B2+ (Fluent speaker + great write/read), German language would be a plus
  • ITIL v3 Operations training or higher level of ITIL Certification
  • Good skills in MS Office products (Word, PowerPoint and Excel), experience with Microsoft SharePoint Interface is an advantage


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