Service Delivery Manager
Devtech
full-time
Posted on:
Location Type: Hybrid
Location: Belgrade • Serbia
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Tech Stack
About the role
- Join our team as a Service Delivery Manager and take a leading role in managing our commercial engagements and ensuring our customers are happy with our services.
- Coordinate directly with clients’ stakeholders and our internal teams to make sure projects run smoothly through the entire service delivery lifecycle.
- Managing customer expectations to ensure a high level of satisfaction.
- Through understanding of customer’ complete requirements within the SOW and contract, as well as liabilities related to this project.
- Establish effective and proactive communication and partnership with all project stakeholders’ managers regarding project delivery, status, relevant challenges & risks.
- Tracking Project P&L, effort spent, and financial milestone dates on a daily basis, share weekly reports related to current engagements with the supervisor.
- Organizing project kickoff internally with the team, as well as externally towards the customer.
- Establishing project tasks, deadlines, and phases, based on the SOW/contract.
- Ensuring all necessary tools and environments are available for team members to achieve their goals successfully.
- Supervising work on project tasks to meet deadlines, covering the complete end-to-end cycle.
- Identifying and managing project risks, as well as identifying and applying solutions to achieve productivity and quality.
- Being a primary escalation point for the customer and ensuring timeline resolution of escalation.
- Organizing meetings with customers on a regular basis to provide a regular update and receive necessary feedback.
- Organizing post-mortems and creating reports related to completed engagements.
- Proactively communicating with other managers regarding project status and relevant challenges and risks.
- In performing its work duties, it respects the principles of security, availability, integrity, and confidentiality that are defined in the internal acts of the company.
Requirements
- 7+ years of relevant experience, with a proven track record in service delivery and project management
- Strong leadership skills and the ability to mentor others
- Demonstrated strong customer-centricity focus and experience
- Advanced knowledge of project management methodologies
- Exceptional problem-solving skills and the ability to work under pressure
- Fluent command of English
- Possessing PSM or CSM certification is a plus
- Possessing PMP or Prince2 certifications is a plus
Benefits
- Development program (training & conferences, internal knowledge sharing)
- Outstanding referral bonuses
- Private health insurance
- 7 days of sick leave at 100% pay
- 25 days of vacation
- Paternity leave – 15 days for new dads
- Reduced working hours for the first month after returning from maternity leave
- Mental health program
- English language courses
- FitPass
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementservice deliveryfinancial trackingrisk managementcustomer requirements analysisproject schedulingreportingproblem-solvingstakeholder managementcommunication
Soft Skills
leadershipmentoringcustomer-centricityproactive communicationorganizational skillsteam collaborationadaptabilityconflict resolutiontime managementpressure management
Certifications
PSMCSMPMPPrince2