Service Delivery Manager

About us  

Devtech is a global digital innovation company that helps emerging and Fortune 1000 businesses transform, scale, and disrupt through digital and cloud technologies. As a trusted partner to some of the world’s leading companies such as Google, Nokia, Ingram Micro, Mimecast, Acronis, Telecom Italia, Dogado, Coca-Cola, HBO, and others, we help our clients envision and develop next-generation technology solutions that drive business outcomes.

Founded in 2012, Devtech successfully bootstrapped the business for many years, before securing our first round of institutional funding from Claret Capital for €12M in 2022 to fuel our next stage of growth. We are now a team of more than 250 professionals that span Europe and North America. Our continued growth is a testament to the quality of work our teams produce. At Devtech, we’re focused on building an environment that enables and encourages autonomy, mastery, and purpose for all team members. As we continue our global growth journey, we are seeking the best and brightest to join our team and help us execute our ambitious plans.

What you’ll do:

Join our team as a Service Delivery Manager and take a leading role in managing our commercial engagements and ensuring our customers are happy with our services. In this role, you will coordinate directly with clients’ stakeholders and our internal teams to make sure projects run smoothly through the entire service delivery lifecycle. If you enjoy leading projects and are passionate about providing outstanding service, we would love to have you on board to help drive our success.

• Managing customer expectations to ensure a high level of satisfaction.
• Through understanding of customer’ complete requirements within the SOW and contract, as well as liabilities related to this project.
• Establish effective and proactive communication and partnership with all project stakeholders’ managers (department managers, customer relationship managers, etc.) regarding project delivery, status, relevant challenges & risks.  
• Tracking Project P&L, effort spent (M/D), and financial milestone dates on a daily basis, share weekly reports related to current engagements with the supervisor.
• Organizing project kickoff internally with the team, as well as externally towards the customer. 
• Establishing project tasks, deadlines, and phases, based on the SOW/contract.
• Ensuring all necessary tools and environments are available for team members to achieve their goals successfully, based on technical requirements defined by TLs and SAs.
• Supervising work on project tasks to meet deadlines, covering the complete end-to-end cycle (Solution, Architecture, Development, DevOps, QA, Documentation, etc.).
• Identifying and managing project risks, as well as identifying and applying solutions to achieve productivity and quality.
• Being a primary escalation point for the customer and ensuring timeline resolution of escalation by actively working on resolving them.
• Organizing meetings with customers on a regular basis to provide a regular update and receive necessary feedback.
• Organizing post-mortems and creating reports related to completed engagements.
• Proactively communicating with other managers (department managers, customer relationship managers, etc.) regarding project status and relevant challenges and risks.
• In performing its work duties, it respects the principles of security, availability, integrity, and confidentiality that are defined in the internal acts of the company.

What you’ll need:

• 7+ years of relevant experience, with a proven track record in service delivery and project management.
• Strong leadership skills and the ability to mentor others.
• Demonstrated strong customer-centricity focus and experience.Advanced knowledge of project management methodologies.
• Exceptional problem-solving skills and the ability to work under pressure.
• Fluent command of English.
• Possessing PSM or CSM certification is a plus.
• Possessing PMP or Prince2 certifications is a plus.
   

What we offer:

• Development program (training & conferences, internal knowledge sharing)
• Outstanding referral bonuses
• Private health insurance and 100% paid sick leave
• 25 days of vacation
• Paternity leave – 15 days for new dads
• Reduced working hours for the first month after returning from maternity
• Mental health program
• English language courses
• FitPass.