Service Delivery Manager
Service Delivery Manager
Posted on :
08-03-2025
Employer Active
1 Vacancy
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Job Description
Primary Responsibilities include:
1. Service Delivery Management:
- Ensure compliance with the procedures instructions KPIs and support contract commitments;
- Lead an onboarding process of the client during the production launch;
- ommunicate with the client via telephone email or IM to report the current status of the issues;
- Oversee the resolution of major incidents ensuring timely communication and resolution;
- Take responsibility for completing the support contract conditions;
2. Process management:
- Organize and supervise giving estimations planning and executing maintenance routine operations & project development tasks in frames of the support team;
- Manage the process of investigation of the technical issues;
- Manage tasks related to the bug fix of the product.
3. People management:
- Manage a project support group in the Maintenance and Support department;
- Organize and manage the workload of the team and their backlog;
4. Service Improvement:
- Identify opportunities for process improvements and implement best practices to enhance service delivery;
- Identify opportunities to enhance the teams active monitoring and reporting;
- Report on key performance indicators (KPIs) with the required stakeholders;
Qualifications :
Musthave skills:
- 3 years of experience in IT Service delivery management
- Bachelors or Masters Degree in IT or relevant experience
- Strong understanding of ITIL framework
- Knowledge of DevOps and SRE principals software development lifecycle
- Excellent written and verbal communication skills with internal stakeholders and customers ability to convey technical concepts to both technical and nontechnical audiences
- Strong analytical and problemsolving skills
- Strong leadership skills
- Experience in participation in projects in the field of development deployment and maintenance of the product
- Experience in commercial software deployment.
Nicetohave skills:
- Experience in project management understanding of methodologies is a plus
- Knowledge of the financial software for trading is a plus
- ITIL certification is a plus.
Additional Information :
Care for the employees is one of Devexperts core values. For the suggested position we offer a benefits package that will guarantee the comfort of our new teammate.
Flexibility benefits:
- Possibility of hybrid/remote work mode
- Flexible working hours.
Health and recreation benefits:
- 20 days of paid vacation
- 5 days of fully paid additional wellness days
- Medical insurance premium package
- Free MultiSport card.
Facility benefits:
- Modern office with new equipment
- Panoramic view of Vitosha mountain
- PlayStation Billiard Relax zone and Gym
- Parking space/public transport card
- Free drinks and snacks.
Community benefits:
- Teambuilding activities
- Corporate parties
- Football club
- Speakers club
- Free admission to corporate external events
- Possibility of joining conferences and professional fairs.
Professional training benefits:
- English language courses
- Local language courses for foreign employees
- Unlimited access to selflearning platforms
- Certification opportunities
- Mentorship Program.
Social benefits:
- Referral bonuses for specific roles
- Paid leave upon special events.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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