Service Delivery Manager

  • Full time
  • Prague
  • Posted 1 week ago

Do you have great communication skills and you enjoy working with customers, internal management stakeholders and as well with colleagues from various technical teams?
Do you value continuous improvement and do you have good understanding of SLAs and KPIs? Would you like to part of global team and on daily basis cooperate with colleagues from Denmark? Then keep on reading, you may be our new Service Delivery Manager located in our Prague office.

Your responsibilities

Customer related activities:

– Fulfilment/Delivery of SLA
– SLA reporting
– Invoicing
– Customer Complaints handling
– Definition and implementation of new Services/extensions to existing SLA
– Handling boundary issues related to existing SLA
– Arranging/Participating in/Managing Customer Meetings
– Recommending new technologies/services/methods which can improve the IT operation of the customer or reduce its cost
– Defining together with customer IT initiatives related to IT operations that can significantly improve business performance through IT
– Participating in the discussion of the development of current business operation
– Acting as Major incident manager in relation to specific customer major incidents

Service Delivery Team activities:

– Arranging and executing meetings with Service Delivery Team
– Participating in meetings with Account Managers
– Arranging and executing meetings with Service Teams
– Managing SLA reporting internally
– Defining and implementing new services
– Providing customer feedback to the Service Delivery Team
– Advising on boundary issue related to existing SLAs
– Ensuring that relevant SLAs are renewed
– Participating in major service management improvement initiatives
– Defining and executing smaller parts or small major service management initiative

Your qualifications and experience

You have least 5 years working experience in IT service delivery management or IT management position.

You are able to:

– Communicate fluently in English, both spoken and written
– Interact with customer
– Understand the importance of delivery according to promises given
– Handle situations of pressure and show flexibility towards peak workloads or urgent assignment
– Use your analytical skills
– Be proactive, responsible and self-managed in relation to tasks
– Orientate yourself in ITIL processes and IT Operations environment

Employee benefits

  • 5 weeks of vacations/year
  • 5 sick days/year
  • Flexible working hours
  • Possibility to work from home
  • Cafeteria flexible spending account (12,000 CZK/year)
  • Meal vouchers in the amount of 100 CZK per workday (NNIT covers 55 CZK)
  • Fully covered MultiSport card enabling free entry to sport facilities in Czech Republic
  • Mondays breakfasts and monthly Friday Bars (free beer and snacks)
  • Free fruits and vegetables in the office
  • Wide selection of tea and coffee for free
  • Yoga classes in the office
  • Height-adjustable tables, relax zones with Xbox, PlayStation and table tennis
  • Czech and Danish language lessons
  • Annual flu vaccination for free
  • To apply for this job please visit