Service Delivery Manager

Service Delivery Manager

Your responsibilities:

• Lead overall delivery performance of SaaS applications.
• Lead the end-to-end implementation of SAP Concur with the implementation partner.
• Follow ongoing projects related to your service and ensure operational readiness.
• Collaborate with key stakeholders to gather business requirements, identify pain points, and define project objectives for service rollout.
• Oversee the configuration and customization of SaaS solutions to align with business needs and ensure optimal functionality.
• Manage vendor support services, ensuring compliance with SLA and KPI.
• Manage the lifecycle of the service.
• Lead and execute incident, change, and problem management process.
• Act as an escalation point for Major Incidents and Issues that have breached SLAs.
• Define and implement measures to oversee service quality, capacity, and availability, including monitoring and delivery reports.
• Assure effective communication and coordinate resolution of issues escalated from users, partners, and vendors.
• Ensure successful development and delivery of enhancements, improvements, changes, and projects.
• Proactively communicate and cooperate with stakeholders on incidents and service requests statuses, progress, and trends.

Requirements:

• Proven experience in service delivery management or a similar role, preferably in the IT or technology sector.
• Proven capability and experience in application support management preferably at an enterprise level.
• Strong project management skills with the ability to manage multiple projects simultaneously.
• Experience in managing technical teams, vendors, and partners.
• Knowledge of service delivery frameworks, such as ITIL, and experience implementing service management best practices.
• Demonstrable experience in SaaS and Cloud-related environments and technologies such as SaaS vendors, AWS, etc.
• Excellent communication skills in English.

Our client offers:

• Long-term project on employment contract.
• Subsided medical care and sports card.
• Remote working model.
• Working in international environment.
• Team building activities.
• Company events and parties.