Service Delivery Manager

Summary

Join Devtech as a Service Delivery Manager and lead our commercial engagements, ensuring client satisfaction. You will coordinate with clients and internal teams to manage projects throughout their lifecycle. This role requires strong leadership, project management expertise, and a customer-centric approach. You will be responsible for managing project financials, risks, and communication. If you excel at leading projects and providing exceptional service, we encourage you to apply.

Requirements

• 7+ years of relevant experience, with a proven track record in service delivery and project management
• Strong leadership skills and the ability to mentor others
• Demonstrated strong customer-centricity focus and experience
• Advanced knowledge of project management methodologies
• Exceptional problem-solving skills and the ability to work under pressure
• Fluent command of English

Responsibilities

• Manage customer expectations to ensure a high level of satisfaction
• Through understanding of customer’ complete requirements within the SOW and contract, as well as liabilities related to this project
• Establish effective and proactive communication and partnership with all project stakeholders’ managers (department managers, customer relationship managers, etc.) regarding project delivery, status, relevant challenges & risks
• Track Project P&L, effort spent (M/D), and financial milestone dates on a daily basis, share weekly reports related to current engagements with the supervisor
• Organize project kickoff internally with the team, as well as externally towards the customer
• Establish project tasks, deadlines, and phases, based on the SOW/contract
• Ensure all necessary tools and environments are available for team members to achieve their goals successfully, based on technical requirements defined by TLs and SAs
• Supervise work on project tasks to meet deadlines, covering the complete end-to-end cycle (Solution, Architecture, Development, DevOps, QA, Documentation, etc.)
• Identify and manage project risks, as well as identify and apply solutions to achieve productivity and quality
• Be a primary escalation point for the customer and ensure timeline resolution of escalation by actively working on resolving them
• Organize meetings with customers on a regular basis to provide a regular update and receive necessary feedback
• Work as a Scrum Master and organize Scum ceremonies if needed
• Organize post-mortems and create reports related to completed engagements
• Proactively communicate with other managers (department managers, customer relationship managers, etc.) regarding project status and relevant challenges and risks
• In performing its work duties, it respects the principles of security, availability, integrity, and confidentiality that are defined in the internal acts of the company

Preferred Qualifications

• Possessing PSM or CSM certification is a plus
• Possessing PMP or Prince2 certifications is a plus

Benefits

• Development program (training & conferences, internal knowledge sharing)
• Outstanding referral bonuses
• Private health insurance and 100% paid sick leave
• 25 days of vacation
• Paternity leave – 15 days for new dads
• Reduced working hours for the first month after returning from maternity
• Mental health program
• English language courses
• FitPass