Service Delivery Manager – Senior

About the role

In this role, you will take full ownership of assigned services, ensuring their operational stability and reliability while driving continuous improvement initiatives. Your responsibilities will include leading incident, problem, and change management processes in line with ITIL best practices.

You will collaborate closely with cross-functional teams, including Engineering and Product, to ensure seamless service delivery. Success in this position means effectively managing service health metrics and implementing corrective actions based on operational trends and customer feedback.

Skills that matter here

• ITIL: This role requires a solid understanding of ITIL principles to manage service delivery effectively.
• Service Management: You will oversee service management processes to ensure operational excellence.
• Incident Management: Leading incident management processes is a key responsibility in this position.
• Change Management: You will own the change management process, ensuring proper planning and execution.
• Jira Service Management: Experience with ITSM platforms like Jira is essential for managing service delivery.
• Kubernetes: Understanding of Kubernetes is beneficial for managing cloud infrastructure.

Who this role suits

• A professional with over three years of experience in service management or technical operations.
• Someone who thrives in fast-paced environments and can manage multiple priorities effectively.
• An analytical thinker who can identify operational risks and drive improvements.
• A strong communicator skilled in stakeholder management and cross-functional collaboration.

From the employer

Key responsibilities:

• Take end-to-end ownership of assigned services, ensuring their operational stability, reliability, and continuous improvement.
• Lead Incident, Problem, and Change Management processes following ITIL best practices.
• Coordinate major incidents by bringing together cross-functional teams, facilitating communication, and ensuring timely resolution.
• Drive Root Cause Analysis and ensure corrective and preventive actions are implemented and tracked to completion.
• Own the Change Management process, including change planning, risk assessment, impact analysis, approvals, and governance.
• Monitor service health using SLAs, SLOs, KPIs, and operational metrics, proactively identifying opportunities to improve service quality and operational efficiency.
• Drive Continuous Service Improvement initiatives based on operational trends, incident analysis, customer feedback, and business needs.
• Ensure operational readiness for new services, features, and infrastructure changes by validating documentation, monitoring, support processes, and knowledge transfer.
• Collaborate with Engineering, Product, Support, Technical Account Management, and other stakeholders to ensure seamless service delivery and effective operational decision-making.
• Facilitate service reviews, post-incident reviews, and operational reporting for technical and business stakeholders.
• Contribute to the evolution of Service Management processes, governance, and operational best practices across the organization.

Required Experience:

• 3+ years of experience in Service Management, Service Delivery, Technical Operations, or a similar role within complex IT environments.
• Practical experience with Incident, Problem, and Change Management processes.
• Good understanding of ITIL principles and IT Service Management best practices.
• Experience working with ITSM platforms such as Jira Service Management, ServiceNow, PagerDuty, or similar.
• Strong understanding of SLA, SLO, KPI, and service performance management.
• Experience coordinating cross-functional teams during production incidents and operational changes.
• Strong stakeholder management, communication, facilitation, and decision-making skills.
• Analytical mindset with the ability to identify operational risks, prioritise improvements, and drive them to completion.
• Ability to work effectively in a fast-paced environment with multiple stakeholders and competing priorities.

Nice to have:

• Experience implementing or improving ITIL processes within an engineering organisation.
• Experience with monitoring and observability platforms such as Zabbix, Grafana, Prometheus, or similar.
• Understanding of cloud infrastructure, Kubernetes, containerised applications, and modern distributed systems.
• Experience facilitating post-mortems and driving organisational learning.
• Experience defining or improving operational governance, service maturity, or Service Delivery frameworks.
• Familiarity with Status Pages, customer communication during incidents, and operational transparency practices.
• Experience working in SaaS, FinTech, iGaming or eCommerce or other high-availability production environments.

Our Benefits:

• Private health insurance
• Sports benefits
• Comprehensive Mental Health Program
• Free English lessons (online)
• Local language courses
• Paid time off
• Maternity leave support
• Referral program rewards
• Upskilling, internal workshops, and participation in professional conferences and corporate events