Service Delivery Manager

University degree in IT, Computer Science, or similar field.
3+ years of experience in IT Service Delivery or related area.
Solid knowledge of IT infrastructure, networking, security, and cloud services.
Strong communication and problem-solving skills.
Experience managing multiple projects and client relationships.
ITIL certification and knowledge of ServiceNow are big advantages.
Fluent English, both spoken and written.
Non-EU citizens must have a valid work permit with free access to the Czech Labour Market (Permanent Residency, EU family member, other…)

We’re looking for an experienced Service Delivery Manager to oversee the smooth delivery of IT services for international clients across Europe and the UK. This is a key role for someone who thrives on combining technical expertise, process ownership, and client communication.

What you’ll do:
Manage end-to-end delivery of IT services in accordance with agreed SLAs.
Serve as the main point of contact for clients – handle escalations, improve processes, and ensure customer satisfaction.
Coordinate internal technical teams during service implementations, upgrades, and migrations.
Monitor KPIs, identify areas for improvement, and drive continuous service enhancement.
Manage major incidents, communicate effectively with customers, and prepare follow-up reports.
Build and maintain strong relationships with clients and external vendors.
Collaborate on defining service delivery strategies and process improvements.

Mostly remote work option
Competitive salary and flexible working conditions
Opportunity to work on international projects
Friendly and open environment that supports professional growth
13th salary (based on performance)
25 days of vacation
2 sick days
Edenred benefit card or contribution to life insurance
Meal vouchers
Employee assistance program
Learning license
Contribution to pension insurance