Service Delivery Manager

Job Description

Our client is a software company that designs and delivers enterprise software and ERP applications and related professional services for people in services organizations, with a special focus on the professional services, education, public services, and nonprofit sectors

We are looking for a Service Delivery Manager (SDM) for a position in Nicosia, Cyprus to manage the ERP service delivery for one of their biggest implementation clients. The SDM will be leading the User Help Desk, tracking KPIs and reporting to the client, and managing a series of maintenance (defect resolution, change request, release, deployment) and operations processes (availability, capacity, continuity, security, and performance).

Your Responsibilities:

  • Manage the Support and Maintenance contractual relationship with the ERP client 
  • Manage the Subcontract with the Infrastructure Provider and serve as the liaison between client and subcontractor
  • Oversee the operations of the User Help Desk (UHD) and the preparation of regular reports to the client, designing reporting and suggesting amendments where necessary
  • Lead UHD personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Oversee a number of key processes according to design and contract specifications such as Defect Resolution, Change Request, Release, Deployment, Availability, Capacity, Continuity, Security, and Performance Management in an effective and cost-efficient manner
  • Ensure Service Level Agreements specified in the contract are met and effectively manage situations where thresholds are exceeded
  • Identify key customer issues/needs by maintaining an excellent relationship with end-users and stakeholders
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery

Your Profile

  • At a minimum a Bachelor’s degree in an IT-related field, preferably in Computer Science or Engineering
  • At least 5 years of Service Delivery Management work experience; experience with ServiceNow will be ideal
  • ITIL certified; PMP certification will be considered an advantage
  • Exceptional verbal and written communication skills and ability to interact at a senior level in the organization
  • Strong leadership and excellent team-building skills; capacity to train and guide junior team members
  • Fluency in English, both orally and in writing
  • Ability to manage and prioritize tasks efficiently
  • Solid resource planning and problem-solving skills