Service Delivery Lead / Manager (m/f/n)

Summary

Job description

What you’ll do

• Partner with Key Account Manager and client stakeholders to build long-term relationships

• Own operational scope for assigned services (manange handover to operations and post-handover from deployment)

• Estimate, plan, track and report progress vs. scope, timeline and budget; manage deltas/variances

• Coordinate cross-functional teams to ensure smooth execution

• Identify risks early and drive mitigation to keep operations on track

• Coordinate cross-functional teams to ensure smooth execution and communication

• Apply delivery standards, methodologies, tools and continuously improve speed, cost and quality

• Provide customer care and take responsibility for the overall governance model

• Lead, plan and delegate work within the team; ensure timely, high-quality output

Service & SLA Ownership

• Set up, manage and continuously improve SLAs, KPIs and service reporting

• Monitor SLA compliance, communicate results to clients and propose improvements

• Design/optimize customer care processes (support & maintenance) for operational effectiveness

• Prepare fallback/recovery scenarios when targets are at risk

What we’re looking for

• Experience in project/service/operations delivery (enterprise/corporate clients)

• Strong stakeholder management and client communication

• Hands-on experience with SLA/KPI setup, tracking and reporting

• Ability to manage priorities, risks and cross-team dependencies

• Leadership experience (or clear readiness to lead a team)

• Process mindset: continuous improvement, structure, accountability

• Experience in IT services / cybersecurity or similar technical delivery environment is nice to have

• Exposure to operations handover, support & maintenance models is nice to have

Basic wage component (gross):from 3 800 EUR

*The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.

*Performance bonus 2 times per year up to 15% of the basic salary paid for the evaluation period (usually 6 months).

#LI-NV1 #LI-Hybrid#senior

Benefits

Health & well-being

• BenefitPlus
• Healthcare (check-ups/annual programs)
• Multisport card
• Travel card "električenka"
• Supplementary pension saving
• Sick days

Family

• Marriage allowance
• Childbirth allowance
• Parental contribution
• ESET family events (Family day, St.Nicholas)

Office

• Refreshments in the office (fruits, coffee, soft drinks)
• Let´s get together breakfast
• Activity room, quiet room
• ESET events (Žranica, Christmas party..), teambuildings

Other

• Loyalty allowance
• Loyalty extra days off
• Loyalty cake
• Loyalty glass award
• Refer a friend
• Christmas presents
• Discounts from external providers

Primary location

Additional locations

Time type