Service Delivery Manager

Solution Delivery - Kosice

About Arcondis

Arcondis is a global consulting company with an exclusive focus on the healthcare and life science industries. Headquartered in Basel, Switzerland, the company has a global footprint with offices in North America, APAC and across Europe. We have been managing challenges and solving problems for our clients in compliance, business processes, information technology, and digital transformation since 2001. Our focus lies in creating value through cross-functional, sophisticated delivery methodologies and intelligent implementation. Our clients love to work with us because of our unique skillsets, our pragmatic approach, and our will to win.

We are a medium-sized international consulting firm dedicated to Life Sciences, with a unique and inspiring culture. Our distinctive culture is the driving force behind our success; it is deeply rooted in our purpose and behaviors.

We are owned by a charitable Foundation; our key differentiator is that we contribute to social causes every year. This ethos is not just a part of our identity; it's our way of life. Our motto, "We make healthcare better," reflects the unwavering commitment we have to improving the lives of people through the work we do.

Our culture fosters collaboration, innovation, and a sense of community that sets us apart from the rest. We are living our values every day. Our leadership is expected to lead by example, demonstrating a dedication to our mission and values.

We embrace diversity and inclusivity, and we believe in giving back to the community. Together, we are not just consultants; we are agents of change, and our culture is the driving force behind our shared purpose.

About us

Open Position

Mission

Tasks and responsibilities

We are seeking a highly skilled and motivated Service Delivery Manager to oversee the delivery of technical support services, specifically managing the 2nd Level Application Support Team. This role is pivotal in ensuring that service commitments are met, client relationships are maintained, and continuous improvements are driven across all areas of service delivery. The ideal candidate will have strong leadership capabilities, a deep understanding of technical support operations, and excellent client relationship management skills. Your responsibilites would be:

Manage the scheduling and operations of the 2nd Level Application Support Team, ensuring comprehensive coverage and resolution of issues in line with contractual service agreements.
Oversee service delivery to clients, ensuring that all services are provided in a timely, efficient, and high-quality manner.
Provide leadership and guidance to the 2nd Level Application Support Team, ensuring that they meet all service obligations.
Mentor and develop the service delivery team, fostering a culture of excellence and continuous improvement.
Act as the primary point of contact for clients on a day-to-day basis, managing relationships to ensure high levels of customer satisfaction.
Collaborate with cross-functional teams to address client needs and resolve issues promptly.
Oversee the incident management and service request process, ensuring that issues are addressed quickly and effectively by the 2nd Level Application Support Team.
Oversee problem management activities to identify and resolve root causes of recurring incidents.
Manage operational change processes and ensure that all changes are implemented with minimal disruption to services.
Oversee system administration, validation (SDL/CSV), and configuration management to maintain system integrity and performance.
Manage knowledge management processes to ensure that technical and procedural information is effectively captured and shared within the 2nd Level Application Support Team.
Oversee service asset and configuration management to ensure accurate tracking and management of service assets.

- Monitor and analyze service delivery metrics, producing regular reports on performance, trends, and areas for improvement.

Drive continuous improvement initiatives to enhance service delivery processes and client satisfaction.

Studies

Your profile

Bachelor’s or master’s degree in computer science, informatics, or a related field.
2-5 years of experience in a Service Delivery Management role, preferably within a technical support or IT services environment.
Possess a strong understanding of ITIL principles, with at least an ITIL 4 Foundation certificate.
Strong leadership and team management skills, with the ability to mentor and develop a high-performing team.
Superior verbal and written communication skills with an emphasis on multicultural sensitivity.
Critical thinking and analysis skills with respect to varying customer and business processes and requirements.

- Excellent client relationship management skills, with a focus on delivering exceptional customer service.

Strong understanding of IT operations, system administration, validation (SDL/CSV), and configuration management.
Ability to monitor and analyze service metrics, with a track record of driving continuous improvement initiatives.