Service Delivery Manager (f/m/d) @ A1 Competence Delivery Center

Strength. Care. Growth

A1 Competence Delivery Center is a vital component of A1’s telecommunications business. Acting as an expertise hub, CDC is dedicated to delivering a full range of high-quality IT, network, financial and other services to support A1’s operations across all OpCos, independent of location.

Using the power of being OneGroup and leveraging synergies, CDC enables transparency of resources, key skills and knowledge expansion and personal career growth opportunities’ enhancement, paired with job stability.

We are expanding the Cloud DC of the A1 Competence Delivery Center. Be a part of this exciting journey!

This job can be performed by all countries within our A1 footprint.

You will know we are the right place for you, if you are driven by:

Opportunities to learn and build your career.
Meaningful work in a stable and fast-paced company.
Diversity of people, projects, and platforms.
A supportive, fun, and inspiring place to work.

Petar Vigenin is looking for a new member for his team.

Role Overview:

The CDC Service Delivery Manager acts as the single point of contact between International Business (IB) and the respective CDCs, ensuring smooth coordination across technical, NOC, and IT departments. This role oversees the delivery of complex IB solutions, ensuring services meet agreed SLAs and customer expectations. The manager leads incident resolution, initiates and compiles root cause analyses, and represents the customer perspective within the CDC organization. Additionally, they identify and propose service and operational improvements to enhance overall quality and performance.

Role Insights:

Represents the end-customer needs and requirements of IB within the CDC organization.
Maintains a constant overview of the contracted and defined quality standards for IB services.
Coordinates and communicates between IB and the respective CDC in case of outages or tickets, and provides the Reason for Outage (RFO).
Acts as the coordinator for improvement measures after outages with all related CDCs, including adaptations and extensions of monitoring.
Identifies process weaknesses and implements measures for improvement.
Ensures cross-functional cooperation between different CDCs for complex services (e.g., signalling and IP transport) and new product implementations.
Holds primary responsibility for communicating Root Cause Analyses (RCAs) in case of service outages (towards IB).
Coordinates all technical and operational departments involved in delivering IB services (e.g., CDC, AT ICS, etc.).

What Makes You Unique:

Proven experience acting as a key liaison between business units and operational delivery teams, ensuring seamless communication and issue resolution.
Strong coordination skills with the ability to manage cross-functional collaboration across multiple departments for complex service delivery.
A track record of maintaining high service quality standards, with experience monitoring performance metrics and ensuring SLA compliance.
Solid incident management capabilities, including driving communication during outages and initiating root cause analysis processes.
A mindset for operational excellence with the ability to identify inefficiencies and lead continuous improvement initiatives.
Experience creating and presenting detailed performance and SLA reports, including traffic trends and roaming data analytics.

Our gratitude for the job done will be eternal, but we’ll also offer you:

Innovative technologies and platforms to “play” with.
Modern working environment for your comfort.
Friendly, ambitious, and motivated teammates to support each other.
Thousands of online and in-person learning opportunities for you to grow.
Challenging assignments and career development opportunities in multinational environment.
Attractive compensation package.
Flexible working schedule and opportunity for home office.
Numerous additional benefits, including, but not limited to free A1 services.

If you are interested in this challenging opportunity, please do not hesitate to submit your application till 10.09.2025

Any questions? Contact Simeon Kostov

Job code: MRE000M213

Job classification: 13 – (Global Level)

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Service Delivery Manager (f/m/d) @ A1 Competence Delivery Center

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