Service Delivery Manager

Are you a skilled Service Delivery Manager looking for an exciting new opportunity? Do you desire a workplace where you can thrive – not just as an employee but as a whole person? Do you want to truly get the "Work in good company“ feeling?

That’s the way we

Treat each other.

Operate and do our job.

Strive to impact our community positively.

We are Telelink Business Services - a leading system integrator and end-to-end IT services provider in Bulgaria. Our passion is to help companies function better, faster, smarter and realize their full potential in the digital world. We have offices in 11 countries in South-Eastern Europe, a team of 350+ people, 200 clients and projects in 40+ countries.

Our aim is to grow and develop sustainable solutions and challenge the status quo. In order to achieve this, we are now expanding our team of professionals, seeking a highly motivated and organized individual to join our team as a

Service Delivery Manager

Position highlights:

The primary function of Service Delivery Manager is to manage the operations for Service Management Organization customers finding a proper balance between customer satisfaction and profitability. SDM will manage the scope and quality of service according to the contractual agreement. He/she is the main point of contact for the customer in case of queries, escalations and change requests.

What You`ll Do:

• Service Delivery: Managing the budget of a project and scheduling Cash Flow, еnsuring all relevant administrative documents are signed/filled, present and sound at all times, еnsuring the management of the risks and issues in the provided service
• Team Leadership: Provide strong leadership to a team of Technicians, including hiring, training, and performance management
• Service Desk Management: Oversee day-to-day operations of the service desk, ensuring timely response and resolution of technical issues
• Customer Support: Maintain a high level of customer satisfaction through effective communication, problem-solving, and service quality by leading escalations to successful resolution
• Incident Management: Ensure that all customer requests are logged, tracked, and resolved in a timely manner, adhering to service level agreements (SLAs)
• Process Improvement: Continuously review and improve service desk processes to enhance efficiency and effectiveness
• Reporting: Generate and analyze performance reports, providing insights and recommendations for improvement
• Documentation: Maintain accurate documentation of service desk procedures, troubleshooting guides, knowledge base articles, a calendar of pro-active tasks, and other activities
• Ownership of key systems: Own and maintain key functional systems within the Operations environment, designed for use of the whole Operations organization
• Escalation point: Act as an escalation point for complex or high-priority issues in case of need
• Ensure effective communication between the service desk, other teams, and the customer
• Business trips in Europe

What You Bring:

• Proven experience in the field of service delivery/project management/customer handling
• Strong verbal and non-verbal communication skills
• Business level of the English language
• Capabilities of Microsoft Office products at an advanced level
• A creative approach while managing your projects
• Self-motivation and Proactivity
• Ability and affinity to organize things, people, and chaos
• Attention to details and numbers

Nice to have:

• Knowledge of ITIL processes and ITIL-based tools
• ITIL certification

What We Offer:

• Innovation: Be part of a team that thrives on staying ahead of the curve in the ever-evolving field of technologies
• Collaboration: Create and drive a community around you
• Continuous Learning and Career Upskilling Opportunities
• Pleasant and diverse environment
• Flexibility and Hybrid working model
• Competitive remuneration package
• Performance-based Bonus Scheme
• Additional social and medical benefits
• Various events, team buildings and social activities

Would you like to join?

• The Role gives a unique opportunity to be someone recognizable and extremely valuable, to engage and inspire others.
• The People you work with will make all the difference in your job satisfaction and your ability to grow and learn.
• The Work you do will be more than just a paycheck or a task list, but a meaningful pursuit that aligns with your personal values and more importantly, fulfills your sense of accomplishment in the long run.
• The Company’s Impact on many communities will make you feel proud to be associated with our brand and our work as we improve the environment we live in daily.

If you're ready to take your career to the next level, apply now! We`re looking forward to reviewing your application.

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