Service Delivery Manager

h3About the Role /h3 pCronos Europa is seeking an experienced bService Delivery Manager /b to lead and oversee the delivery of IT support services in a dynamic and multicultural environment. The successful candidate will act as the single point of accountability for service performance, ensuring the consistent delivery of high-quality IT services aligned with business objectives and contractual commitments. /p pWorking closely with customers, service providers, technical teams, and stakeholders, the Service Delivery Manager will drive operational excellence through effective governance, KPI monitoring, continuous service improvement, vendor management, and team leadership. The role requires a strong customer-oriented mindset, excellent communication skills, and proven experience managing complex IT support service environments. /p h3Your Responsibilities /h3 ul liAct as the primary point of accountability for all contracted IT support services. /li liManage multidisciplinary support teams to ensure efficient and high-quality service delivery. /li liMonitor, analyse, and report on service performance against agreed SLAs and KPIs. /li liOwn and coordinate the monthly service activity report, including performance indicators DP-1 to DP-10. /li liLead service governance meetings with customers, stakeholders, and suppliers. /li liEnsure effective incident, problem, change, and service request management processes. /li liDrive continuous service improvement initiatives to enhance service quality and customer satisfaction. /li liManage and maintain the service catalogue, ensuring services remain aligned with business needs. /li liOversee vendor and supplier performance, ensuring contractual obligations are met. /li liIdentify operational risks and define mitigation actions. /li liCoordinate service transitions and the introduction of new services. /li liProduce management reports, dashboards, metrics, and recommendations for stakeholders. /li liFoster collaboration across technical teams, business units, and external partners. /li liEnsure compliance with organisational procedures, quality standards, and governance frameworks. /li /ul h3Required Skills Experience /h3 ul liMinimum b6 years of proven experience as a Service Delivery Manager, IT Service Manager, or similar role /b. /li liExtensive experience managing bIT support services /b and service operations. /li liProven experience leading bmultidisciplinary technical teams /b. /li liStrong stakeholder management and customer-facing communication skills. /li liSolid experience monitoring and improving bSLAs, KPIs, and service performance metrics /b. /li liExperience driving bcontinuous service improvement /b programmes. /li liKnowledge of bservice catalogue management /b and IT service governance. /li liExperience managing external suppliers and vendor relationships. /li liStrong analytical, reporting, and problem-solving capabilities. /li liAbility to work independently and manage multiple priorities in a fast-paced environment. /li liExcellent organisational and coordination skills. /li /ul h3Nice to Have /h3 ul liITIL Foundation or higher certification. /li liExperience working within large-scale public sector or international organisations. /li liKnowledge of service integration and multi-vendor environments. /li liExperience with operational dashboards and reporting tools. /li /ul h3Languages /h3 ul liEnglish: Minimum bB2 level /b (written and spoken). /li /ul h3Location /h3 ul liNear-site presence required. /li /ul