Service Delivery Lead / Manager (m/f/n)

Summary

ESET Corporate Solutions division is looking for a delivery-focused leader who will run deployments end-to-end, own handover to operations, and ensure service performance through SLAs/KPIs and strong client relationships.

Job description

What you’ll do

- Partner with Key Account Manager and client stakeholders to build long-term relationships - Own operational scope for assigned services (manange handover to operations and post-handover from deployment) - Estimate, plan, track and report progress vs. scope, timeline and budget; manage deltas/variances - Coordinate cross-functional teams to ensure smooth execution - Identify risks early and drive mitigation to keep operations on track - Coordinate cross-functional teams to ensure smooth execution and communication - Apply delivery standards, methodologies, tools and continuously improve speed, cost and quality - Provide customer care and take responsibility for the overall governance model - Lead, plan and delegate work within the team; ensure timely, high-quality output

Service & SLA Ownership

- Set up, manage and continuously improve SLAs, KPIs and service reporting - Monitor SLA compliance, communicate results to clients and propose improvements - Design/optimize customer care processes (support & maintenance) for operational effectiveness - Prepare fallback/recovery scenarios when targets are at risk

What we’re looking for

- Experience in project/service/operations delivery (enterprise/corporate clients) - Strong stakeholder management and client communication - Hands-on experience with SLA/KPI setup, tracking and reporting - Ability to manage priorities, risks and cross-team dependencies - Leadership experience (or clear readiness to lead a team) - Process mindset: continuous improvement, structure, accountability - Experience in IT services / cybersecurity or similar technical delivery environment is nice to have - Exposure to operations handover, support & maintenance models is nice to have

Basic wage component (gross): from 3 800 EUR

*The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.

*Performance bonus 2 times per year up to 15% of the basic salary paid for the evaluation period (usually 6 months).

#LI-NV1 #LI-Hybrid #senior

Benefits

Health & well-being

- BenefitPlus - Healthcare (check-ups/annual programs) - Multisport card - Travel card "električenka" - Supplementary pension saving - Sick days

Family

- Marriage allowance - Childbirth allowance - Parental contribution - ESET family events (Family day, St.Nicholas)

Office

- Refreshments in the office (fruits, coffee, soft drinks) - Let´s get together breakfast - Activity room, quiet room - ESET events (Žranica, Christmas party..), teambuildings

Other

- Loyalty allowance - Loyalty extra days off - Loyalty cake - Loyalty glass award - Refer a friend - Christmas presents - Discounts from external providers

Primary location

Bratislava

Additional locations

Time type

Full time