Service Delivery Manager (m/f)

Zagreb, Croatia


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Our people are the most important value of our company. We are proud of the friendly and productive work atmosphere that you will become a part of. We believe in providing each individual with their personal freedom but expect high personal responsibility as well. Span will give you the opportunity to work on large international projects and to cooperate with top technical experts. You will be able to continuously work on your personal and professional development. Span is one of the leading Croatian IT companies. For over 25 years we have been dedicated to software development, service, and system integration. We are constantly growing according to all business parameters and currently count more than 600 employees across 10 offices in Croatia and around the world.

 

If you want to:

  • Work in a fast-paced environment, in a company that encourages learning, uses an individual approach, and rewards excellence
  • Work with big multinational companies and enterprise solutions
  • Collaborate with top experts and expand your service delivery management skills

We would like to meet you!


Main responsibilities:

  • Identifying customer needs and overseeing service delivery within the business context
  • Assessing customer feedback to establish, improve, and refine services
  • Develop, establish and improve new and existing processes and services
  • Building strong partnerships with stakeholders and internal teams
  • Analyzing and modeling existing /future business processes and documentation with the customers and technical teams
  • Customer reporting on the level of service and taking care of customer satisfaction
  • Participation in defining the communication matrix, processes and reporting
  • Actively participate and lead Major incident calls
  • Organizing meetings with users with the aim of auditing and improving the quality of the service and generally the quality of the business process
  • Monitoring compliance with Change management, Incident management and Problem management procedures
  • Participation in defining and creating new services and preparing offers related to company Portfolio
  • Tracking Service level metrics for internal and external customers

We expect:

  • Minimum 5 years of working experience on similar positions
  • Excellent English (written and spoken)
  • Excellent organizational and communication skills
  • Teamwork and goal orientation in challenging situations
  • Readiness to learn new technologies, proactive and responsible approach to work

Additional plus:

  • ITIL knowledge / certifications
  • Understanding of IT infrastructure (Active Directory, ADFS, Azure, O365)
  • Advanced knowledge of Microsoft Office tools and Power BI

What we offer:

  • Working with huge international enterprises on challenging projects
  • A team of experts and young talents
  • Outstanding support and synergy of the entire organization
  • Employee growth and professional development
  • Possibility to acquire professional certificates
  • Friendly working environment, flexible working arrangements
  • Other perks and benefits like a MultiSport card, free health checks, various bonuses, a company phone with a prepaid monthly budget for business and personal use, a minimum of 25 vacation days with extra days off for various life occasions, and events, benefits for children of employees…

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