Service Delivery Manager - Experienced (REF3851P)

<h3>Company Description</h3><p>The largest ICT employer in Hungary, Deutsche Telekom IT Solutions (formerly IT-Services Hungary, ITSH)is a subsidiary of the Deutsche Telekom Group. Established in 2006, the company provides a wide portfolio of IT and telecommunications services with more than 5000 employees. ITSH was awarded with the Best in Educational Cooperation prize by HIPA in 2019, acknowledged as one of the most attractive workplaces by PwC Hungary’s independent survey in 2021 and rewarded with the title of the Most Ethical Multinational Company in 2019. The company continuously develops its four sites in Budapest, Debrecen, Pécs and Szeged and is looking for skilled IT professionals to join its team.</p><h3>Job Description</h3><p>We are looking for an <strong>experienced Service Delivery Manager</strong> to ensure seamless contract fulfillment, optimize processes, and manage key customer relationships. This role requires <strong>strong leadership, problem-solving skills, and expertise in IT service management</strong> to drive efficiency and quality in service delivery.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Act as the <strong>main point of contact</strong> for stakeholders, ensuring contract fulfillment.</li><li>Oversee <strong>planning and forecasting</strong> processes.</li><li>Manage <strong>customer and partner complaints</strong>, especially in <strong>strategic and complex projects</strong>.</li><li>Coordinate and implement <strong>service processes</strong> for operational efficiency.</li><li>Handle <strong>claim management</strong> and <strong>risk/security management</strong>.</li><li>Prepare and deliver <strong>management reports and governance tasks</strong>.</li><li>Participate in <strong>large-scale projects</strong> and independently manage <strong>smaller projects</strong>.</li><li>Identify and implement <strong>optimization opportunities</strong> to improve service quality.</li><li>Ensure <strong>audit-proof documentation</strong> of problem analysis, root cause investigations, and quality checks.</li><li>Oversee <strong>root cause analysis (RCA) for major incidents</strong>, ensuring proper documentation and process improvements.</li></ul><h3>Qualifications</h3><ul><li><strong>5+ years of experience</strong> in the IT industry, with expertise in <strong>Service Delivery, Finance, Contract, and Partner Management</strong>.</li><li>Strong knowledge of <strong>ITIL and Agile methodologies</strong>, with a <strong>deep understanding of process management</strong>.</li><li><strong>Fluent German (C1 level) and strong English proficiency</strong> for effective communication in an international environment.</li><li>Excellent <strong>communication, presentation, and leadership skills</strong>, with the ability to engage with top management.</li><li>Strong <strong>organizational abilities</strong>, capable of managing multiple projects with shifting priorities.</li><li>Technical expertise in <strong>ITIL, SAP, DCS 3.0 / FCI, DSM, and ServiceNow</strong>.</li></ul><p>If you have a <strong>strong service delivery mindset, leadership skills, and the ability to manage complex projects</strong>, we’d love to hear from you!</p><h3>Additional Information</h3><p>* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.</p>