Service Delivery Manager

Job title: Service Delivery Manager

Company: Quadient


Job description: Connect with QuadientAt Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.Quadient is seeking an experienced Service Delivery Manager to oversee the efficient delivery of our Hosted Managed Service (HMS) and Application Managed Service (AMS). This key role is responsible for managing staffing, quality, service level agreements (SLAs), and the overall efficiency of service delivery, while ensuring seamless collaboration with 3rd parties such as cloud providers and external partners.Your role in our future:

• Plan and execute customer onboarding into HMS/AMS.
• Oversee day-to-day service delivery, team coordination, shift planning, and SLA adherence.
• Analyze client profitability and optimize service delivery.
• Conduct the invoicing process in collaboration with the Finance team.
• Manage resourcing forecasts based on inputs from Sales and PSO Managers.
• Identify capacity and quality improvement areas through monitoring daily activities.
• Collaborate with regional PSO leaders and Service Delivery Managers to streamline communication.
• Manage the skill matrix for the HMS delivery team and ensure optimal resourcing.
• Develop and maintain relationships with partners, freelancers, and subcontractors.
• Approve subcontractor reports and manage invoicing.
• Recommend and implement process improvements for HMS/AMS management.
• Lead regular meetings with stakeholders to ensure service delivery meets agreed parameters.
• Drive continuous improvement in service delivery and propose enhancements to the service offering.
• Track and report utilization and performance metrics of the service delivery team.
• Support Sales, Account Executives, and PSO Managers in HMS/AMS sales opportunities.

Your profile:

• 3+ years of service management experience in consulting services.
• Proven experience managing and evaluating resources in a service delivery environment.
• In-depth knowledge of IT services frameworks (e.g., ITIL).
• Strong negotiation, communication, and project management skills.
• Ability to thrive in a fast-paced, results-oriented environment.
• Demonstrated ability to build trust and credibility with employees, partners, and managers.
• Expertise in driving service delivery excellence.
• Experience with budgeting and financial analysis.
• Strong interpersonal, communication, and collaboration skills.
• Detail-oriented with analytical capabilities to maximize profitability.
• Ability to lead in a matrix environment and without formal authority.

Turn your passion into performance. Apply now.Rewards & BenefitsFlexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.Inclusive Community: Join diverse communities and engage in our Philanthropy program.Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.Be yourself at QuadientOur values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares – in a culture that embraces differences and values every voice.We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.comQuadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.*This includes being an Affirmative Action Employer in the United States.People. Connected.

Expected salary:

Location: Hradec Králové, Královéhradecký

Job date: Fri, 24 Jan 2025 01:44:46 GMT

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