Service Delivery Manager with German language

Náplň práce, právomoci a zodpovednosti:
• Own end-to-end service delivery for assigned clients, ensuring compliance with SLAs, OLAs, and contractual obligations.

• Act as the main client contact and escalation point, building trust through clear communication and reliable follow-through.

• Apply ITIL processes across the service lifecycle (incident, problem, change, and continual improvement) as the team’s daily operating model.

• Lead regular service reviews, presenting SLA performance and improvement plans in a clear, business-focused way.

• Manage major incidents end-to-end, coordinating resolution, leading communication, and ensuring post-incident analysis.

• Own problem management, driving root cause analysis and implementing lasting fixes to reduce recurrence.

• Oversee change management, assessing risks, and ensuring smooth, disruption-free implementation.

• Drive continual service improvement by identifying gaps, defining actions, and tracking delivery.

• Lead and develop the service team, setting expectations and fostering accountability and ownership.

• Coordinate across internal teams, vendors, and client stakeholders to ensure seamless service delivery.

• Manage budget, resources, and capacity planning in line with contractual scope and demand.

Zamestnanecké výhody, benefity:

Recognition:
• Guaranteed paid overtime or overtime vacation
• German language bonus up to 400€ monthly/gross depending on language proficiency and level of seniority
• Flexible Benefit System - budget to be spent on services of your choice
• Competitive bonus structure
• Refer-a-Friend – get a bonus in the employee referral program
• Loyalty rewards

Flexibility: 
• Flexible working arrangements (time & place of work)

Future: 
• Wide range of trainings and expert lectures
• Regular performance review and career growth possibilities
• Ongoing career guidance and mentoring (Global Mentoring Program, Lean In)
• Employee share purchase plan

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Family & Health: 
• 3 extra days off
• Sick leave salary compensation (up to 100%)
• Home-office equipment
• Family oriented benefits (Wedding, Parental and Baby days-off and bonuses)
• Employee assistance services (professional psychological, financial and legal help)
• Multisport card
• Contribution to special vision correction appliances
• Life and disability group insurance
• Sport vouchers for children’s sport activities and children camps

Požiadavky na zamestnanca:
• 5+ years of hands-on experience in IT service delivery or operations, ideally in managed services or outsourcing.

• Strong practical ITIL experience across incident, problem, change, and service improvement processes; certification is a plus but real-world application is key.

• Proven client management skills — experienced in service reviews, handling escalations, and resolving challenging situations constructively.

• Solid understanding of IT operations and infrastructure, enabling effective leadership of technical teams.

• Experience with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management), including ticketing, SLA tracking, and reporting.

• Structured problem-solving mindset — proactive in identifying patterns, driving root cause analysis, and implementing long-term fixes.

• Excellent communication and stakeholder management — able to clearly present service data and escalate issues appropriately.

• Strong leadership skills — able to motivate teams, set direction, and maintain performance under pressure.

• Bachelor’s or Master’s degree in IT, business, or a related field.

• English proficiency - (C1)

• German language - (C1)

• Slovak language (C1/C2)

• Willingness to work either from our Bratislava or Kosice office (at least 3x per week) and to go on business trips within Europe



Recommended certifications:

• ITIL Foundation or higher ( ITIL v4 or higher version) — practical application required, certification alone is not sufficient

• Nice to have PMP, PM² or PRINCE2 — for structured project and program management