Service Delivery Manager
Service Delivery Manager
Posted on :
21-03-2025
Employer Active
1 Vacancy
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Job Description
We are looking for a Service Delivery Manager to manage a project support group in the Maintenance and Support department.
We expect the Service Delivery Manager:
1. Process management:
- 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 teams workload review and plan their backlog.
2. Service Improvement:
- 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.
3. Service Delivery Management:
- 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 email or IM to report the current status of the issues.
Qualifications :
Musthave skills:
- 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 nontechnical audiences
- Strong analytical and problemsolving 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.
Nicetohave skills:
- Bachelors or Masters Degree in IT
- ITIL certification
- Experience in project managementunderstanding of methodologies
- Knowledge of the financial software for trading.
Additional Information :
Care for the employees is one of Devexperts core values. For the suggested position we offer a benefits package that will guarantee the comfort of our new teammate.
Flexibility benefits:
- Possibility of hybrid/remote work mode in Georgia
- Flexible working hours
Health and recreation benefits:
- 24 working days of paid vacation
- fully paid additional wellness days 3 days per year)
- FitPass (sport and related activities) access
- Medical insurance VIP package.
Facility benefits:
- Modern office with new equipment
- PlayStation and table football in the office
- Meals in the office
- Free drinks and snacks.
Community benefits:
- Teambuilding activities
- Corporate parties
- Football club
- Billiard club
- Speakers club
- Free admission to corporate external events
- Possibility of joining conferences and professional fairs
- Personal branding development support.
Professional training benefits:
- English language courses
- Georgian language courses for foreign employees
- Unlimited access to selflearning platforms
- Certification opportunities
- Mentorship Program.
Social benefits:
- Parental bonus
- Referral bonus
- Blood donation paid leave
- Gifts for employees
- Gifts for children.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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