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Service Delivery Manager

Place of work
Contract type
Basic wage component (gross)
Base gross monthly salary from 1500 EUR, depending on relevant experience

Information about the position

Job description, responsibilities and duties

Job Scope / Summary

The Service Delivery Manager (SDM) is primarily focused on process improvement, best practice sharing and client satisfaction measures and
improvement plans. The SDM is responsible for ensuring that organizational, quality and customer satisfaction goals are constantly met or exceeded. Their key role is to ensure that all Service Level Commitments are met in line with the customer`s expectations. The SDM is expected to collaborate with the Project leads, Clients management, reporting functions and all roles who have direct or indirect impact on the Operations and Service delivery of client

Job Specifics/ Responsibilities
1. Understanding of clients orders:
 Order status and all corresponding activities, processes and vendors involved;
 Identify gaps in existing process in the case orders are not progressing as expecting and work to resolve identified issues
2. Knowledge management:
 Knowledge validation;
 Creation/improvement/validation of knowledge articles and fixes;
 Drive knowledge sharing within the team;
 The SDM is required to create, update and remove knowledge articles to ensure that they are readily available, relevant, accurate and easy to comprehend to ensure that all incoming information is transformed into knowledge and uploaded on a predefined location, easily accessible by the agents;
 The SDM is required to regularly assess the validity and usage of knowledge articles and identify opportunities for improvement
3. Communication:
 Agents' coaching (process assistance) upon request;
 Help Agents at their desk by answering questions or giving hints/tips to minimize the time to resolve for the customer.
 Focus on building good working relationships within the team and other Resolution Groups;
 Leads operational meetings with client
i. Demonstrates they have a clear grasp of all open items
ii. Focuses conversation on biggest priorities and help needed.
 Owns communication with client (Site Leaders / Operations / Customers (where applicable)
 Partners with relevant client Service leaders as needed on issue communication to larger client teams
 Acts as bridge between the company team, the Account team and the operations team
4. Operations management and continuous improvement:
 Track and prioritize open issues according to criticality / urgency / volume
 Works with operations to ensure focus and workload is managed to needed issues and volume. Engages escalation points and additional resources as needed to resolve.
 Tracks all open issues through to resolution, with proactive communication on status
 Operates with a sense of urgency to resolve issues
 Manage all time-off request for SDM resource, and partner with client to define backup plans as needed
5. Escalations and complaints:
 Provides process knowledge and expertise to interested stakeholders in case of escalations/complaints;
 Provides feedback how to avoid escalations and complaints and updates the available knowledge;
 Follow-up on escalated issues and make sure resolution is achieved.
 Perform root cause analysis of the escalations and complaints and propose ways to minimize their occurrence.
6. Other:
 Remain well versed in team policies, procedures, standards and documentation
 Adhere to all company policies and procedures;
 Protect confidential and sensitive information and materials;
 Comply with specific or ad-hoc tasks;
 The SDM may have dotted reporting to the Clients management, depending on the specific tasks or assignments they need to complete.

Company on whose behalf the position is being filled

Other administrative and support service activities

international company

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

 Excellent written and oral English;
 Customer orientated, enthusiastic, courteous, assertive and motivated;
 Capable of being self-managed;
 Team player;
 Excellent customer service, telephone, oral and written skills
 Excellent presentation and communication skills
 Committed to self-development;
 Capable of managing own time and workload;
 Being eager to acquire and share knowledge;
 Demonstrate leadership and sound business acumen, showing consistency among principles, values and behavior, thus building the trust and confidence of customers and business partners and following through on commitments;
 Builds effective relationships with colleagues, clients, customers and business partners;
 Excellent analytical skills;
 Excellent problem-solving skills;
 Result-oriented;
 Able to research and find solutions when encounters unfamiliar situations.
Send CV to the company

Information about the recruitment process

In case you fulfill the above stated requirements, and are interested please send us your CV in Slovak language. Adecco will contact only selected candidates , given the large number of applicants . Thank you for your understanding, we look forward to our future cooperation.


Brief description of the company

The Adecco Group is the world's leading provider of HR solutions. With more than 31,000 FTE employees and around 5,100 branches, in over 60 countries and territories around the world, we offer a wide variety of services, connecting more than 650,000 associates with our clients every day.

Number of employees

50-99 employees

Company address

ADECCO Slovakia, s. r. o.
Digital Park III, Einsteinova 19
851 01 Bratislava
ID: 3554028   Dátum zverejnenia: 5.12.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   Base gross monthly salary from 1500 EUR, depending on relevant experience