Service Delivery Manager

Introduction

JOIN US! We seek a dedicated Service Delivery Manager to join our SymphonyAI Retail team, based in Slovenia.

As a Service Delivery Manager at SymphonyAI Retail, you will be responsible for maintaining strong customer relationships and improving our services to ensure customer satisfaction. You will manage a team, oversee service delivery processes, and act as the main point of contact for clients. Your role will include resolving issues, optimizing service quality, and driving continuous improvement across our operations.

Job Description

What You’ll Do

Ensure IT services meet agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Oversee incident, problem, and change management processes, ensuring efficient resolution and minimal impact on clients.

Monitor and optimize service quality and performance, continuously improving delivery processes based on feedback and trends.

Act as the main point of contact for clients regarding service-related concerns, managing expectations and ensuring high levels of satisfaction.

Conduct regular service reviews with clients and stakeholders, addressing escalations and proactively resolving issues.

Lead and coordinate service delivery teams, including support engineers, developers, and analysts, to ensure efficient workflow and task completion.

Identify and address bottlenecks and inefficiencies in service delivery, preparing and presenting performance reports to senior management and clients.

Maintain up-to-date documentation of service processes, issues, and resolutions, using this data to drive improvements.

Manage budgets, define and track processes internally and externally, and find ways to reduce costs without sacrificing customer satisfaction.

What You’ll Bring

Educational Background: A bachelor's degree in a business-related field.

Experience: Proven experience in customer service, leadership, retail, and logistics is advantageous.

Technical Skills: Basic technical skills in SQL and Linux are beneficial.

Project Management: Good computer skills and the ability to use business support software for project management.

Leadership Abilities: Excellent leadership and customer service skills, with strong teamwork skills and attention to detail.

Resource Planning: Good resource planning skills and the ability to manage conflict and lead a team efficiently.

Customer Focus: Strong customer service, project management, and quality control skills, with a focus on maintaining positive customer relationships and identifying customer needs.

What We Offer

Competitive Salary and benefits package designed to attract and retain top talent.

Flexible Hybrid Working Model to support a healthy work-life balance.

Collaborative and Inclusive Work Environment that values diversity and teamwork.

Access to the Latest Technologies and tools to enhance your work and skills.

A Chance to Make a Tangible Impact on cutting-edge AI solutions driving the future of the retail industry.

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About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.

Visit here, for more information about how we hire, what’s in it for you, our culture and values.

Full-Time