Expleo Group

Service Delivery Manager – Run & Operations

Expleo Group

full-time

Posted on:

Location Type: Hybrid

Location: Bucharest • Romania

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

ServiceNow

About the role

  • Ensure production stability — keep focus on keeping services up and running.
  • Act as 3rd-line support in the context of production incidents (P3 and P4).
  • Ensure all problems and requests received from issuers are prioritized, followed up, and resolved.
  • Maintain clear and timely communication with customers through service desks.
  • Exchange best practices and knowledge with other regional teams.
  • Manage and prioritize incidents.
  • Handle problem management and support in answering customer requests.
  • Support end-to-end analysis with subject matter experts when required.
  • Maintain active communication with technical teams and service desks.
  • Deliver training to issuers (primarily back-office processes and explanations).
  • Understand issuer context and proactively propose improvements (e.g., success rate optimization).
  • Manage issuer user rights.
  • Calculate and report monthly SLAs.
  • Manage monthly billing (month-end closing and billing figures).
  • Maintain and update process documentation.
  • Coordinate and exchange with other Run Teams.

Requirements

  • Minimum 4 years of experience in a Service Delivery or IT Operations role.
  • Strong analytical skills.
  • Strong coordination and organizational skills.
  • Solution-oriented mindset with a focus on delivering results.
  • Excellent communication and interpersonal skills.
  • Good knowledge of Agile methodology.
  • Proficiency with SNOW (ServiceNow), Confluence, and Jira.
  • Fluent in English.
  • Experience in the payments, banking, or financial services domain.
Benefits
  • Holiday Voucher
  • Private medical insurance
  • Performance bonus
  • Easter and Christmas bonus
  • Employee referral bonus
  • Bookster subscription
  • 7card
  • Work from home options depending on project
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementproblem managementservice deliveryservice desk supportend-to-end analysismonthly SLA calculationbilling managementprocess documentation
Soft Skills
analytical skillscoordination skillsorganizational skillssolution-oriented mindsetcommunication skillsinterpersonal skills