Service Delivery Lead / Manager
External
Eset · Bratislava, SlovakiaFull-timeHybrid3w ago
ComplianceLeadershipStakeholder Management
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About the role
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
Responsibilities
- Partner with Key Account Manager and client stakeholders to build long-term relationships
- Own operational scope for assigned services (manange handover to operations and post-handover from deployment)
- Estimate, plan, track and report progress vs. scope, timeline and budget; manage deltas/variances
- Coordinate cross-functional teams to ensure smooth execution
- Identify risks early and drive mitigation to keep operations on track
- Coordinate cross-functional teams to ensure smooth execution and communication
- Apply delivery standards, methodologies, tools and continuously improve speed, cost and quality
- Provide customer care and take responsibility for the overall governance model
- Lead, plan and delegate work within the team; ensure timely, high-quality output
- Service & SLA Ownership:
- Set up, manage and continuously improve SLAs, KPIs and service reporting
- Monitor SLA compliance, communicate results to clients and propose improvements
- Design/optimize customer care processes (support & maintenance) for operational effectiveness
- Prepare fallback/recovery scenarios when targets are at risk
Requirements
- Experience in project/service/operations delivery (enterprise/corporate clients)
- Strong stakeholder management and client communication
- Hands-on experience with SLA/KPI setup, tracking and reporting
- Ability to manage priorities, risks and cross-team dependencies
- Leadership experience (or clear readiness to lead a team)
- Process mindset: continuous improvement, structure, accountability
- Experience in IT services / cybersecurity or similar technical delivery environment is nice to have
- 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-beingBenefitPlusHealthcare (check-ups/annual programs)Multisport cardTravel card "električenka"Supplementary pension savingSick daysFamilyMarriage allowanceChildbirth allowanceParental contributionESET family events (Family day, St.Nicholas)OfficeRefreshments in the office (fruits, coffee, soft drinks)Let´s get together breakfastActivity room, quiet roomESET events (Žranica, Christmas party..), teambuildingsOtherLoyalty allowanceLoyalty extra days offLoyalty cakeLoyalty glass awardRefer a friendChristmas presentsDiscounts from external providersPrimary locationBratislavaAdditional locationsTime typeFull timeHealth insuranceVision insurancePerformance bonusParental leave
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Company Intel
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