Service Delivery Manager/ITSM Manager

Andersen is hiring a Service Delivery Manager to own and grow a managed services portfolio, lead client onboarding, and ensure long-term customer satisfaction across global enterprise accounts.

Andersen is a European pre-IPO IT company uniting over 3,500 top-class professionals. For over 19 years, we have been helping enterprises and middle-sized firms worldwide transform their businesses by creating effective digital solutions using innovative technologies.

Today, we are working with businesses from various parts of the world, including Western Europe, the USA, and Asia. Our expertise includes FinTech, Healthcare, Retail, Telecom, Media & Entertainment, Logistics, Travel & Hospitality, eCommerce, and other industries.

If you are ready for a large amount of information and scope of tasks, know how to prioritize your work, are not afraid of new challenges, ready to make independent decisions and dream of working at a large and constantly developing IT company, we will be glad to see you in our friendly team.

Responsibilities:

• Collaborating with the sales team to secure managed services contracts.
• Overseeing the onboarding process for new customers, including setting up the team, processes, and governance structures.
• Leading and managing the service team, ensuring high performance and efficiency.
• Taking charge of service quality and delivery, ensuring compliance with agreed service levels.
• Maintaining and upholding Service Level Agreements (SLAs), ensuring they consistently meet or exceed expectations.
• Building and maintaining strong relationships with customers, acting as their primary point of contact and escalation partner. Strive to be their most trusted advisor.
• Taking full ownership of your service portfolio, including managing budgets and controlling costs.

Must-haves:

• Experience in similar roles (e.g. ITSM Manager, Support Manager, Service Manager, Operations Manager or Partner) for 3+ years.
• Strong understanding and application of ITIL best practices.
• Proven experience in supporting services or projects.
• Familiarity with project management principles.
• Experience in leading teams and managing people within a matrix organizational structure.
• Excellent communication skills, with proven experience in customer facing roles.
• Level of English – from Upper Intermediate and above.

Nice-to-have:

• Knowledge of PMBOK.
• Knowledge of German/Spanish/French.

Reasons why this job would be interesting to you:

• Andersen cooperates with such companies as Siemens, Johnson & Johnson, AstraZeneca, BNP Paribas, Allianz, Ryanair, TUI, Verivox, Media Markt, etc.
• For the past four years, our company has been growing annually by 60–100%, and we constantly involve top notch specialists in our team.
• Andersen has mentoring and adaptation systems for new employees, and transparent performance review and assessment systems will allow you to determine your development path and plan your growth.
• The most important thing that we value in our employees is a commitment to continuous learning. The company supports them in this and gives them access to the best educational platforms, seminars, and practices. In addition, for over 19 years, Andersen has assembled a huge knowledge base and established a robust resource management institution.
• We have been strengthening our expertise since 2007. During this time, we have formed excellent teams with streamlined processes, where you can learn something new from your colleagues every day and enjoy your work.
• We are a cool young team of like minded people communicating informally.
• You'll have a stable and competitive salary and an extensive benefits package.
• At Andersen, we have many different ways to grow. You can improve as a specialist or a manager, and all your activities will be decently rewarded.

Join us!