Service Delivery Manager
D-ployCapital City of Prague, Prague, Czechia
Posted December 11, 2024
Full Time
About the Company
D-ploy is an IT Engineering and Consulting Company with a wide portfolio of services and solutions suitable for globally as well as regionally operating companies. Our strength is in providing proven standard and individually tailored solutions helping our customers achieve their strategic and business goals. Our core competencies are operational IT Infrastructure services and consulting in the areas of Service Management, Program and Project Management as well as Quality Management. Company Profile Founded in January 2003 in Kaiseraugst, Switzerland, D-ploy has been growing steadily by expanding its expertise, portfolio and geographical presence across Europe and in the US. Our main focus has always been on ensuring that IT enables the Business, supports value generation and contributes to the overall work efficiency. With the customer-centric attitude and pragmatic approach to IT, we became a trusted and preferred IT partner to many customers proving again and again, that we can do IT. Building our expertise and establishing long-term partnerships with our customers, we understand the value of sustainable practices driven by compliance with industry standards and implementing best practices. Therefore, since 2016 D-ploy has been ISO 9001 and ISO/IEC 20000-1 and as of 2017 ISO/IEC 27001 certified. We strive to continuously offer the most suitable and innovative service solutions to our current and future customers by staying agile, understanding the industry needs and keeping up to date on the market trends.
Job Description
D-ploy is seeking a dynamic Service Delivery Manager to lead their expanding onsite support and service desk service organization. The role involves managing customer-facing teams, overseeing day-to-day operations, optimizing processes, and maintaining high levels of customer satisfaction, with a focus on seamless IT support delivery within the pharmaceutical sector. The company prides itself on delivering innovative and superior services.
Requirements
- Proven experience in IT service delivery or IT service management
- Strong knowledge of ITIL (Information Technology Infrastructure Library) framework and IT service management best practices
- Experience managing service delivery in a fast-paced, customer-facing environment
- Good understanding of IT systems, networks, and infrastructure
- Strong problem-solving and troubleshooting skills
- Good communication and interpersonal skills
- Ability to motivate and manage a team
- Experience with service management tools (e.g., ServiceNow, BMC, etc.) is a plus
- Fluent in English language, German is a plus
- Strong sense of urgency handling critical issues with possible high business impact
- Ability to prioritize and manage multiple demands, projects and cross-functional teams
- Ability to involve and communicate effectively with necessary stakeholders, understand business requirements
Benefits
- Flexible working conditions
- Minimum 5 weeks of vacation
- Paid sick days
- Meal vouchers
- Vouchers (B-day voucher, wedding, and new born surprise)
- Contributions to wellness programs
- Fishing for Friends program
- Refreshments in the D-ploy office
- Further development and professional advancement
- Friendly and international working environment
- Company-sponsored events
- Competitive salary and various benefits
