Job details

Service Delivery Manager

Company Description

Devexperts works with respected financial institutions, delivering products and tailor-made solutions for retail and brokerage houses, exchanges, and buy-side firms. The company focuses on trading platforms and brokerage automation, complex software development projects, market data products, and IT consulting services.

Job Description

Primary Responsibilities include:

1. Service Delivery Management:

Ensure compliance with the procedures, instructions, KPIs, and support contract commitments;
Lead an onboarding process of the client during the production launch;
Сommunicate with the client via telephone, e-mail, or IM to report the current status of the issues;
Oversee the resolution of major incidents, ensuring timely communication and resolution;
Take responsibility for completing the support contract conditions;

2. Process management:

Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team;
Manage the process of investigation of the technical issues;
Manage tasks related to the bug fix of the product.

3. People management:

Manage a project support group in the Maintenance and Support department;
Organize and manage the workload of the team and their backlog;

4. Service Improvement:

Identify opportunities for process improvements and implement best practices to enhance service delivery;
Identify opportunities to enhance the teams' active monitoring and reporting;
Report on key performance indicators (KPIs) with the required stakeholders;

Qualifications

Must-have skills:

3+ years of experience in IT Service delivery management,
Bachelor’s or Master’s Degree in IT or relevant experience,
Strong understanding of ITIL framework,
Knowledge of DevOps and SRE principals, software development lifecycle,
Excellent written and verbal communication skills with internal stakeholders and customers, ability to convey technical concepts to both technical and non-technical audiences,
Strong analytical and problem-solving skills,
Strong leadership skills,
Experience in participation in projects in the field of development, deployment, and maintenance of the product,
Experience in commercial software deployment.

Nice-to-have skills:

Experience in project management\ understanding of methodologies is a plus,
Knowledge of the financial software for trading is a plus,
ITIL certification is a plus.

Additional Information

Care for the employees is one of Devexperts' core values. For the suggested position, we offer a benefits package that will guarantee the comfort of our new teammate.

Flexibility benefits:

Possibility of hybrid/remote work mode,
Flexible working hours.

Health and recreation benefits:

20 days of paid vacation,
5 days of fully paid additional wellness days,
Medical insurance – premium package,
Free MultiSport card.

Facility benefits:

Modern office with new equipment,
Panoramic view of Vitosha mountain,
PlayStation, Billiard, Relax zone and Gym,
Parking space/public transport card,
Free drinks and snacks.

Community benefits:

Teambuilding activities,
Corporate parties,
Football club,
Speakers' club,
Free admission to corporate external events,
Possibility of joining conferences and professional fairs.

Professional training benefits:

English language courses,
Local language courses for foreign employees,
Unlimited access to self-learning platforms,
Certification opportunities,
Mentorship Program.

Social benefits:

Referral bonuses for specific roles,
Paid leave upon special events.

What You Should Know About Service Delivery Manager, Devexperts

Are you passionate about managing service delivery and keen on making a significant impact in the IT field? Devexperts is on the lookout for a talented Service Delivery Manager to join our vibrant team in Sofia, Bulgaria. In this role, you will take the reins on managing service delivery processes, ensuring compliance with procedures, and maintaining client satisfaction as we deliver top-notch products and solutions to financial institutions worldwide. Your day-to-day responsibilities will include leading client onboarding during production launches, managing major incident resolutions, and continuously looking for ways to enhance service delivery through process improvements. You will play a crucial role in overseeing a dedicated support team, organizing workloads, and driving the identification of performance metrics to report to stakeholders. The ideal candidate for this position should possess over 3 years of experience in IT service delivery management, a solid educational background in IT, and a strong understanding of the ITIL framework. Your strong communication skills will allow you to effectively bridge the gap between technical and non-technical audiences, fostering collaboration and understanding. At Devexperts, we believe in taking care of our employees. We offer a flexible working environment, health and recreation benefits, modern facilities, community engagement activities, and opportunities for professional development. If you are eager to contribute your expertise to a supportive and innovative company, we would love to hear from you!

Frequently Asked Questions (FAQs) for Service Delivery Manager Role at Devexperts

What does a Service Delivery Manager at Devexperts do?

A Service Delivery Manager at Devexperts is responsible for ensuring that service delivery processes are followed, managing the onboarding of new clients, resolving major incidents, and overseeing a support team. They also focus on continuous service improvement, maintaining communication with clients, and ensuring compliance with service level agreements.