The Brightman recruitment аgency is looking for a Service Delivery Manager for its large client.
The customer is an international IT company specializing in software development, mobile applications, and web development for various industries. The company offers a wide range of services, including custom software development, IT consulting, project management, DevOps, support, and maintenance.
Responsibilities:
- Collaborating with the sales team to secure managed services contracts.
- Overseeing the onboarding process for new customers, including setting up the team, processes, and governance structures.
- Leading and managing the service team, ensuring high performance and efficiency.
- Taking charge of service quality and delivery, ensuring compliance with agreed service levels.
- Maintaining and upholding Service Level Agreements (SLAs), ensuring they consistently meet or exceed expectations.
- Building and maintaining strong relationships with customers, acting as their primary point of contact and escalation partner. Strive to be their most trusted advisor.
- Taking full ownership of your service portfolio, including managing budgets and controlling costs.
Must-haves:
- Experience in similar roles (e.g., ITSM Manager, Support Manager, Service Manager, Operations Manager/Partner) for 3+ years.
- Strong understanding and application of ITIL best practices.
- Proven experience in supporting services or projects.
- Familiarity with project management principles.
- Experience in leading teams and managing people within a matrix organizational structure.
- Excellent communication skills, with proven experience in customer-facing roles.
- Level of English – from Upper-Intermediate and above.
Nice to have:
- Knowledge of PMBOK.
- Knowledge of German/Spanish/French.