Are you passionate about delivering high-quality IT services and building strong relationships with customers and stakeholders?

Our client, an international technology-driven organization, is looking for an experienced IT Service Delivery Manager to oversee the delivery and continuous improvement of business-critical IT services across European operations.

This is an excellent opportunity for a service-oriented professional who combines strong communication skills with a solid understanding of infrastructure, cloud technologies, and IT service management best practices.

 

Type of contract: Classic employee contract
Location: Pilsen (3 days office, 2 days home office)

 

What You'll Be Doing:

  • Oversee the end-to-end delivery of IT services, ensuring agreed service levels are consistently achieved and customer expectations are met.
  • Build and maintain trusted relationships with business stakeholders, acting as the main point of contact for service-related matters.
  • Lead service review meetings, providing regular updates on performance, risks, and improvement initiatives.
  • Manage and coordinate the resolution of service escalations, ensuring issues are addressed efficiently and professionally.
  • Take ownership of Major Incident communications, coordinating technical teams and ensuring stakeholders remain informed throughout the incident lifecycle.
  • Drive root cause analysis activities and follow up on improvement actions to prevent recurring issues.
  • Work closely with technical specialists, project managers, and operational teams to support service transitions, upgrades, implementations, and infrastructure changes.
  • Monitor service performance through KPIs and reporting, identifying trends and opportunities for optimization.
  • Contribute to the development and enhancement of IT service management processes and operational standards.
  • Ensure compliance with established governance frameworks, policies, and industry best practices.
  • Collaborate with third-party vendors and service providers to maintain high levels of service performance.
  • Promote a culture of continuous service improvement and operational excellence.
  • Support additional initiatives and projects within the wider technology services organization as required.

 

Our requirements:

  • Previous experience (at least 5 years) in IT Service Delivery, IT Operations, Service Management, or a similar customer-facing technology role.
  • Strong understanding of IT infrastructure environments, including networking, security, cloud technologies, and enterprise platforms.
  • Experience managing service performance, service reviews, SLAs, KPIs, and operational reporting.
  • Proven ability to coordinate cross-functional teams and manage multiple priorities simultaneously.
  • Excellent stakeholder management and communication skills.
  • Experience handling service escalations and major incidents in a structured and professional manner.
  • Strong analytical mindset with excellent problem-solving capabilities.
  • Ability to work independently while collaborating effectively within international teams.
  • Fluent English is essential, fluent Czech is preferred but not MUST

 

Company offers:

  • Regular training and professional development opportunities
  • Home office / remote work flexibility
  • Clear opportunities for career growth and advancement
  • Company events and team-building activities
  • Meal vouchers
  • 5 weeks of annual leave
  • Additional employee benefits and perks