Service Delivery Manager

Our client is a market leading company in providing IT solutions and services to retail banks and the retail industry. We are searching a 

Service Delivery Manager 
for them to fulfill a position with the following details: 

POSITION SUMMARY

• In a team environment, manages and controls Technicians (CSE) and Service Partners performance, equipment installation and maintenance, operating costs, chargeable work and quality to achieve targeted goals and objectives.
• Ensure overall management of support and maintenance service provision, contribute in financial planning and control, customer satisfaction and employee engagement. Ensure that all services are provided in accordance to the agreed SLA/service contract.

ESSENTIAL FUNCTIONS

• Delivering services in line with the contractual obligations and customer expectations from an operational perspective
• Team Lead and the Performance Management of his associates and their personal development
• Monitoring, reporting and securing SLA and other KPIs achievements
• Ensuring Service Quality checks are in place and driving service excellence
• Ensure customer satisfaction targets are met or exceeded
• Manage and control overtime, costs, chargeable work
• Develop capabilities for his associates to assure they are trained, productive and proficient to meet or exceed customer’ needs

ORGANIZATIONAL RELATIONSHIPS

• Interfacing with Customer Service and Project Managers, Service Desk, Tooling & Reporting, Technical Support, Logistics, Account Managers, Professional Services (SW) and Finance/ HR as required
• Report directly to Country Service Manager.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES

• Degree in Engineering, Information Technology or three to five years equivalent experience
• Strong experience in team leadership skills
• Interpersonal and communication skills is required
• Good organization skills
• Ability to interface with internal and external customers and function well in a team management environment
• Problem solving and difficult situation management attitude
• Fluency in English is required
• ITIL Certification, ITSM knowledge is an advantage

If you are interested in this opportunity please send your English and Hungarian CV to Zoltán Szemán zoltan.szeman@starjobs.hu