Service Delivery Manager

Summary

Join Devexperts as a Service Delivery Manager to lead a project support group within the Maintenance and Support department. You will manage processes, improve service delivery, and ensure compliance with contracts. Responsibilities include organizing team workload, investigating technical issues, and overseeing incident resolution. The ideal candidate possesses 3+ years of IT Service Delivery Management experience, a strong understanding of ITIL, and excellent communication skills. Devexperts offers a comprehensive benefits package including flexible work arrangements, paid time off, wellness days, and professional development opportunities.

Requirements

• 3+ years of experience in IT Service Delivery Management
• 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 non-technical audiences
• Strong analytical and problem-solving 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

Responsibilities

• Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team
• Manage the process of technical issues investigations by organizing meetings with responsible groups to get the solution as quickly as possible
• Verify and manage the tickets workflow to ensure that requests are closed without time gaps
• Manage tasks related to the product bug fixes, ensuring that the important fixes are delivered to the production
• Manage project support groups (Service Desk and SRE teams) in the Maintenance and Support department, ensuring the needed quality of the ITIL practices and tracking the tasks according to the given estimations
• Organize and manage the team's workload, review, and plan their backlog
• Identify opportunities for process improvements and implement best practices to enhance service delivery
• Identify opportunities to enhance the teams' active monitoring and reporting
• Identify the improvements to enhance the reliability of the product
• Report on key performance indicators (KPIs) with the required stakeholders
• Ensure compliance with the procedures, instructions, KPIs, and support contract commitments
• Lead an onboarding process of the client during the production launch
• Oversee the resolution of major incidents, ensuring timely communication and resolution
• Take responsibility for completing the support contract conditions
• Communicate with the client via telephone, e-mail, or IM to report the current status of the issues

Preferred Qualifications

• Bachelor’s or Master’s Degree in IT
• ITIL certification
• Experience in project management\understanding of methodologies
• Knowledge of the financial software for trading

Benefits

• Possibility of hybrid/remote work mode
• Flexible working hours
• 20 days of paid vacation
• Fully paid additional wellness days (3 days per working year)
• Modern office with new equipment
• Parking spaces
• Free drinks and snacks
• Teambuilding activities
• Corporate parties
• Speakers' club
• Free admission to corporate external events
• Possibility of joining conferences and professional fairs
• Personal branding development support
• English language courses
• Unlimited access to self-learning platforms
• Certification opportunities
• Mentorship Program
• Parental bonus
• Referral bonus
• Gifts for employees
• Gifts for children