Service Delivery Manager

  • Full time
  • Prague
  • Posted 2 months ago

Date Posted:





Evropská 2591/33E, 160 00 Praha 6, Czech Republic

Looking for a career in a Global Business Services organization where you can really make an impact? Join our team!

Carrier is changing for the better. Fueled by passion to improve the lives of people around the world, we’re transforming how we enable our business operations and this team is leading the charge. How? By simplifying how we work, building great teams and working with our businesses to deliver exceptional service!

When joining this one-year new Business Services organization, you will have the rare opportunity to make a huge impact within an established global company as you pioneer new ways of working. It’s a fast-paced environment with challenging work and numerous growth and development opportunities.

The Service Delivery Manager (SDM) for Carrier WHQ will be part of the regional team for the Service Delivery organization. The SDM will be responsible for ensuring the delivery of a consistent level of service across the IT infrastructure landscape and supporting and enhancing end user support across all business sites within that region.  The role will consistently interface with the teams in the region to assess consistency across the region. This role reports to the Regional Service Delivery Leader.


  • Lead a team of digital professionals operating geographically spread across the regions to ensure an appropriate connection to the business users to promote effective understanding of the business needs.
  • Validate the support model based on different personas and locations to ensure appropriate support is available, when needed
  • Serve as an escalation point for end user needs and urgent items
  • Ensure the supporting organization is achieving its SLAs and provide guidance/feedback toward continuous improvement efforts
  • Define the requirements to promote an effective user experience from a digital infrastructure perspective for specific roles across PC needs, support model, and mobile requirements
  • Key deliverables will include defining personas for the various roles within the regional businesses and outlining the support solutions to meet the end user needs. Specifically, the role will require evaluating support solutions to meet a defined goal based on customer requirements.
  • An active participant in Carrier wide projects to ensure a world-class performance and compliant end-user computing platform
  • Provide recommendations on sizing of equipment and other technology usage based on business needs and current usage.  Participate in projects associated with required upgrades based on analysis.
  • Work in conjunction with the Workplace Services team to assess the feasibility and cost of specific solutions to meet the end user needs.
  • Understand the budget impact of support model changes and make decisions based on appropriate business value
  • Engage additional vendors as needed to ensure appropriate support is provided for all business infrastructure needs

Candidate must be a strong team player and must be able to adapt his/her communication style to work successfully across functional boundaries and across cultures. The candidate must have:

  • Solid problem solving and analytical skills
  • Solid digital infrastructure fundamentals
  • Strong service delivery and end user support background
  • Background/experience in deploying technical solutions
  • Excellent communication (written and Verbal) skills and strong interpersonal skills,
  • A strong understanding of Microsoft technologies, including Windows, Active Directory, and Office365
  • A good understanding of security technologies.

The candidate must be able to:

  • Champion the enterprise initiatives and business change
  • Coordinate numerous activities simultaneously.
  • Travel up to 25%

The candidate should be a results-oriented individual with the ability to handle multiple tasks simultaneously. Business knowledge in the area of end user computing and service delivery are essential for this position. Excellent professional skills required including oral presentation and technical and business writing are essential



  • 5 to 8 years of demonstrated success in service delivery
  • Solid problem solving and analytical skills
  • Solid digital infrastructure fundamentals  
  • ACE/Six Sigma trained/certified
  • Strong attention to detail
  • Proactive and high energy
  • Demonstrated ability to excel in a global matrix organization
  • Strong interpersonal written/verbal communication skills
  • Ability to manage and prioritize multiple tasks
  • Must be fluent in English

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

To apply for this job please visit