Blue Lynx Careers EOOD
Service Delivery Manager - English
длъжност на пълно работно време

Service Delivery Manager - English

София длъжност на пълно работно време

За нас

Our client is an international company that improves the way organisations, people, and technology work together by transforming, controlling and optimising IT landscapes, workplaces and applications.

They offer support and resolutions to the most complex technology challenges. Now they are looking for a Service Delivery Manager to join their team in Sofia.


Job Profile for Service Delivery Manager
Responsibilities will include but not be limited to:

Active member of the “core team”, involved in all important conversations and decisions about the company
Obtain relevant information on performance of the team from BE Ops
Weekly call with BE Ops to ensure better cooperation and communication
Detect, act upon and communicate about important topics
Performance cycle: objectives (tech + soft skills), HR meetings, evaluation
HR responsibilities:
Onboarding (accounts/access requests, welcome presentation together with HR)
Offboarding (revoking accounts/access)
Remediation, coaching, personal conversations where needed, check badge times and sick leave
Decide upon wages, raises, social benefits in cooperation with HR
Active and proactive follow-up on Service Delivery BG Engineers on a day to day
Provide feedback about objectives and performance for each Service Delivery BG engineer
Detect training needs, work with the team lead on individual training plans
Actively work towards building on clear and solid cross-team and cross-country cooperation and communication in a structured way
Handle creation of the monthly schedule, shift changes, vacation requests (close cooperation with the Technical Supervisor)
End responsibility over the whole Ops teams (making sure all shifts are covered, ensuring good quality of work and reporting)
Report to HR about actual shift calendar (for payments)
Monitor and enforce team work, discipline, ownership and transparency
Constantly strive towards ensuring and boosting the quality of work:

Check Service Delivery BG reports, challenge and remediate (if needed in cooperation with the Service Delivery team lead/manager from the respective Business Units)
Follow up on the established Key Performance Indicators related to Service Delivery BG activities
Check amount of open tickets, challenge if this is too high and ensure they are followed up on
Check volume of tickets processed per employee Operations BG per shift, challenge if necessary
Check actual tickets and conversations on Company established official communication channels, and challenge where and if needed (contents + communication)
Check escalations, challenge Service Delivery BG engineers on this
Constantly monitor work load and act upon it:

Challenge Service Delivery BG engineers, assign tasks where needed and possible
If not enough workload: work with the team lead towards a plan
If applicable, flag too high workload to the team lead and/or shift workloads
Once set, follow up on the Service Delivery BG engineers’ individual objectives (+ test/challenge)
Manage internal projects
Be responsible for knowledge sharing within your team(s) through documentation, training and workshops
Continuously try to bring your teams to a higher level through trainings and certification paths
Be operationally responsible (together with your teams for the daily availability of customer environments within the company
Work with the Operation Manager to determine internal projects that can be handled by your teams
Participate in operations management and/or calls to discuss the collaboration between the country level teams and your teams
Believe data quality is key for success and translate this mindset into appropriate documentation
Continuously look for improvements from a technical and process point of view
Build strong ties with your teams and ensure their happiness using 1-1’s, team meetings and team events. You have the end responsibility concerning job satisfaction rating of the teams
Build strong relationships with other roles from different departments in the company to ensure the culture remains open, strong and dynamic
Understand the commercial impact of operational decision and can translate these to your teams
Guide your teams on procedures leading to operational excellence
Follow the mission and values of the organisation

Изисквания и необходими умения

Candidate Profile for Service Delivery Manager

Must be fluent in English, both written and spoken
Experience with Git, VMWare virtualization, DNS, network protocols, VLANS, public and private networks
Public cloud technologies (AWS & Azure)
Experience with AWS Terraform HashiCorp, Ansible, NewRelic & NRQL would be considered a plus
Knowledge in Windows and Debian Linux (Web/application servers, Apache, Nginx, IIS, HAproxy load balancing)
Previous management experience is advantageous

Ние Ви предлагаме

What Our Client Offers

14 salaries per year after the first year in the company
20 days annual paid leave
Up to 50% home office
Food vouchers, sports card, health insurance that includes dental and vision care
Dell business laptop and Android mobile device with business mobile plan
Opportunities for growth, certification possibilities
Working alongside great colleagues across Bulgaria and Belgium
Fun drinks and parties with your team

Blue Lynx Careers EOOD is a registered provider of Recruitment Services with License No: 3173/06.07.2021

Информация за контакт

Телефон: 0879 807 448

JobTiger Banner