Service Delivery Manager

Information about the offer
  • Type of employment: b/d
  • Offer ID: SK2001NRB
  • Category: Sales
  • Place: Bratislava , Slovakia
  • Minimal level of education:: b/d
  • Minimal experience: More than 5 years


Service Delivery Manager (SDM) has the responsibility to manage NATEK Operations of Technical Department in Bratislava and Kosice based on Customer location.

Committed to expansion and success of the business, Service Delivery Manager supervises local customers delivery and is responsible for management of IT Consultants and customer satisfaction. SDM ensures that all contracted services and targeted KPIs and SLAs, provided by IT Consultants for local NATEK customers are delivered profitably and met customer expectations.

SDM establishes policies, designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.

SDM is following Objectives setup for his/her territory in common with Sales/Sourcing.
SDM is service driven with strong cost orientation for existing and new projects.

Salary offer: min. 1000 EUR gross/ month; depends on seniority
The law requires to inform about the minimum salary for all advertised roles. In case of your successful candidacy we will consider all aspects of your experience, skills, competencies and qualification when defining final offer. We consider situation within labour market and provide competitive salaries to our employees.


People Management:

-Leads the local teams of IT professionals to deliver best-in-class customer experience and achieve operational excellence,
-Responsible for building, shaping, management, motivation, career development and appraisals of IT Consultant teams,
-Implements and monitors the progress of workshops, training courses, certifications, with the reference to service delivery.

Delivery Management:

-Acts as a single point of contact for NATEK customers, builds and maintains client relationships both internally and externally,
-Act as an expert on operations, standard delivery model and product providing support and expertise to clients,
-Ensures that clients’ satisfaction is always guaranteed and will consistently collect data on customer satisfaction, inquiry and complaint, and work out development strategies to maintain, or improve the quality of service delivery
-Ensure that the service delivery process is effective by minimizing the cost incurred in the processes.

SLA Compliance:

-Defines Service Level Agreements (SLA’s) in relation to contracted services,
-Regularly reviews attainment of service level and drives the service owners to deliver at the committed quality.
-Acts as single point of contact for customers for all items related to SOW (extension, appendix per consultants, departments if exist) PO (if delegated by Sales department)

Benchmarking on Technologies:

- Monitors trends and emergencies of new technologies in order to anticipate the evolution of the company offers.
- Serves as a counselor to other senior IT specialists in identifying new areas for technology improvement resulting in potential new offers from portfolio of NATEK.

BID and project detection

-Ensures regular communication with Sales, IT consultant force and Operational Management of Customers to detect Outsourcing projects


-At least 4 years of professional experience in IT, pre sales or Service Delivery Management,
Broad understanding of the IT market and its future direction
-Experience in building and sustaining customer relationships on a senior level,
-Knowledge of ITIL (ITIL certificate is an advantage),
-Very good people management experience within a medium size team,
-Experience in managing outsourced suppliers,
-Ability to influence others
-Ability to negotiate
-Logical and Analytical approach
-Understanding of business cycles and issues
-Innovative thinker- able to turn customer requirements into workable solutions,
-Excellent communication and leadership skills are essential- must be effective at communicating with all kinds of individuals – clients, subordinates and NATEK Management team,
-Fluency in English-, other language as French or German is a plus.