Service Delivery Lead / Manager (m/f/n)

Summary
ESET Corporate Solutions division is looking for a delivery-focused leader who will run deployments end-to-end, own handover to operations, and ensure service performance through SLAs/KPIs and strong client relationships.

Job description

What you’ll do

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Partner with Key Account Manager and client stakeholders to build long-term relationships

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Own operational scope for assigned services (manange handover to operations and post-handover from deployment)

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Estimate, plan, track and report progress vs. scope, timeline and budget; manage deltas/variances

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Coordinate cross-functional teams to ensure smooth execution

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Identify risks early and drive mitigation to keep operations on track

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Coordinate cross-functional teams to ensure smooth execution and communication

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Apply delivery standards, methodologies, tools and continuously improve speed, cost and quality

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Provide customer care and take responsibility for the overall governance model

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Lead, plan and delegate work within the team; ensure timely, high-quality output

Service & SLA Ownership

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Set up, manage and continuously improve SLAs, KPIs and service reporting

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Monitor SLA compliance, communicate results to clients and propose improvements

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Design/optimize customer care processes (support & maintenance) for operational effectiveness

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Prepare fallback/recovery scenarios when targets are at risk

What we’re looking for

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Experience in project/service/operations delivery (enterprise/corporate clients)

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Strong stakeholder management and client communication

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Hands-on experience with SLA/KPI setup, tracking and reporting

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Ability to manage priorities, risks and cross-team dependencies

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Leadership experience (or clear readiness to lead a team)

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Process mindset: continuous improvement, structure, accountability

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Experience in IT services / cybersecurity or similar technical delivery environment is nice to have

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Exposure to operations handover, support & maintenance models is nice to have

Basic wage component (gross): from 3 800 EUR

*The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.

*Performance bonus 2 times per year up to 15% of the basic salary paid for the evaluation period (usually 6 months).

#LI-NV1 #LI-Hybrid #senior

Benefits

Health & well-being

• BenefitPlus

• Healthcare (check-ups/annual programs)

• Multisport card

• Travel card "električenka"

• Supplementary pension saving

• Sick days

Family

• Marriage allowance

• Childbirth allowance

• Parental contribution

• ESET family events (Family day, St.Nicholas)

Office

• Refreshments in the office (fruits, coffee, soft drinks)

• Let´s get together breakfast

• Activity room, quiet room

• ESET events (Žranica, Christmas party..), teambuildings

Other

• Loyalty allowance

• Loyalty extra days off

• Loyalty cake

• Loyalty glass award

• Refer a friend

• Christmas presents

• Discounts from external providers

Primary location
Bratislava

Additional locations

Time type
Full time