The client is seeking a Service Delivery Manager with at least 7 years of relevant experience in IT or computer science. The ideal candidate will have experience in ITIL-based service management roles and leadership experience managing dispersed teams. As Service Delivery Manager, the key responsibilities will be to ensure services are delivered as agreed, maintain and improve service levels, minimize issues, and lead communication between the client and service providers. The role also involves service delivery and architecture management, continual improvement, and managing the client's relationship with suppliers.

1. Our client, an international business process outsourcing center, is searching for
Service Delivery Manager
with following requirements:
Professional profile:
Bachelor or Masters Degree in IT or computer science
Minimum 7 years of relevant experience
Professional qualification ITIL professional
Demonstrated experience in Provider and sourcing Management
Work experience in Management/leadership role
Experience in managing dispersed and/or Remote teams
Demonstrated experience in ITIL-based Service Management role, preferably Service Level Management
Active knowledge of English language
Personal profile:
Ability to work under pressure and to tight deadlines
Excellent mediation skills
Strong coaching, decision making and leadership skills
Able to explain and guide clients through technical issues
Ability to explain complex ideas to a diverse audience
Main tasks:
Ensuring that value is achieved as anticipated from the outsourced relationships under management
Acting as the primary communicator on a tactical level for the outsourced services
Ensuring that the overall services are delivered as expressed in the Statement of Work and related exhibits, that the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized
Service Delivery and architecture management
IT Sourcing Value Assurance
Continual Service Improvement across Services (“Cross-Delivery”)
Leading day-to-day communication between Service Provider and Client for escalated
Service Delivery issues
Ensuring Service Provider has Business Continuity/ Disaster recovery plans
Implementing IT sourcing strategy, ensuring value and performance
Conducting regular service reviews; manage and audit Service Provider performance
and productivity relative to Service Level Agreements
Measuring, monitoring and managing client satisfaction with the services delivered
IT Management:
Identifying and managing resources needed for the planning, development and
delivery of specified information and communications systems services (including data, voice, text, audio and images)
Taking full responsibility for budgeting, estimating, planning and objective setting
Monitoring performance and takes corrective action where necessary
Service Level Management:
Ensuring that a catalogue of available services is created and maintained and that
service level agreements are complete and cost effective

2. Reviewing service delivery to ensure that agreed targets are met and prepares
proposals to meet forecast changes in the level or type of service
Ensuring that operational methods, procedures, facilities and tools are established,
reviewed and maintained
Negotiating with relevant parties in respect of disruptions and major amendments to
the provision of services
Supplier Management:
Influencing policy and procedures covering the selection of suppliers, tendering and
procurement, promoting good practice in third party management with respect to information security
Deploying highly developed commercial skills to identify external partners, engaging
with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate
Responsible for defining commercial communications, and the management and
maintenance of the relationship between the organization and the supplier
Measuring the perception about how services are delivered, how this influences the
performance of the supplier and their perception of own organization’s performance
Ensuring that processes and tools are in place to conduct benchmarking
Conducting supplier analysis and assesses effectiveness across the supply chain
Promoting good practice with regard to third party information security
Capacity Management:
Developing strategies to ensure all the performance measures of all IT services meet
the needs of the business and of any service requirements or service level agreements which may be in place
In case of your interest, please contact:
Katarína Bittalová, MBA
Partner/Senior Consultant
Arthur Hunt Slovakia
Obchodná 24, 811 03 Bratislava
Tel.: ++421 2 526 327 61-3, 526 367 56-8, Fax: ++421 2 527 310 90
bittalova@arthur-hunt.sk