Senior Service Delivery Manager (Ref. No.: VS023)

Unique People, s.r.o.

Place of work
Contract type
Basic wage component (gross) and other rewards
Salary range starting at 1400

Information about the position

Job description, responsibilities and duties

• Service Delivery Manager steers smooth provisioning of IT services from IT Operations and Service Management teams.
• Person in the position will act as single point of contact (SPOC) towards account team for all areas within his responsibility
• SDM is responsible to manage expectations within the particular account team and drive the involved Service Delivery teams to achieve those expectations.
• Monitors, controls and supports Service Delivery; ensuring systems, methodologies and procedures are in place and followed
• Ensures all elements of the Service Delivery, such as Service Asset & Configuration Management data, ITIL Processes and Operation manuals are properly documented and maintained and the necessary process roles covered
• Ensures proper measurement (KPI) and reporting of the Service Quality (SLA) is in place
• Drives Continual Improvement of the Service Delivery performance, Service itself, Quality and Processes, also by means of communication with Service Owners and Process Owners
• Works with the technical teams to improve technical standards and procedures
• Acts as Escalation point for Operations related issues and as an interface between Service Delivery and the Customer/Account team
• Ensures the agreed SLA is known and adhered to within Service Delivery

Requirements for the employee

Candidates with education suit the position

Secondary without school-leaving examination
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Advanced (C1)

Number of years of experience


Personality requirements and skills

• Able to demonstrate the ability to undertake the above responsibilities
• Excellent communication (both written and verbal) and management skills
• Excellent customer facing/customer service skills, experience in customer expectation management
• Self-driven to achieve goals independently as well as within a team
• Able to work under pressure and effectively prioritize tasks
• Experienced Service Management professional
• 5+ years’ experience in IT Operations support
• Broad technical overview of IT technologies, practices and standards
• Ability to speak English B2+
• ITIL v3 Operations training or higher level of ITIL Certification


Brief description of the company

We are a team of ICT experts, who specialize in ICT service design, transition & transformation, and infrastructure management. Our concept and approach are proven by years of experience with large global transformation projects. Our domains are utility, banking, and telecommunications industries.

Number of employees

50-99 employees

Company address

Unique People, s.r.o.
Pražská 2
04001 Košice
ID: 3337836   Dátum zverejnenia: 2.7.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   Salary range starting at 1400