Service Delivery Manager – Run & Operations

Role Overview

• Ensure production stability — keep focus on keeping services up and running.
• Act as 3rd-line support in the context of production incidents (P3 and P4).
• Ensure all problems and requests received from issuers are prioritized, followed up, and resolved.
• Maintain clear and timely communication with customers through service desks.
• Exchange best practices and knowledge with other regional teams.
• Manage and prioritize incidents.
• Handle problem management and support in answering customer requests.
• Support end-to-end analysis with subject matter experts when required.
• Maintain active communication with technical teams and service desks.
• Deliver training to issuers (primarily back-office processes and explanations).
• Understand issuer context and proactively propose improvements (e.g., success rate optimization).
• Manage issuer user rights.
• Calculate and report monthly SLAs.
• Manage monthly billing (month-end closing and billing figures).
• Maintain and update process documentation.
• Coordinate and exchange with other Run Teams.

Requirements

• Minimum 4 years of experience in a Service Delivery or IT Operations role.
• Strong analytical skills.
• Strong coordination and organizational skills.
• Solution-oriented mindset with a focus on delivering results.
• Excellent communication and interpersonal skills.
• Good knowledge of Agile methodology.
• Proficiency with SNOW (ServiceNow), Confluence, and Jira.
• Fluent in English.
• Experience in the payments, banking, or financial services domain.

Tech Stack

• ServiceNow

Benefits

• Holiday Voucher
• Private medical insurance
• Performance bonus
• Easter and Christmas bonus
• Employee referral bonus
• Bookster subscription
• 7card
• Work from home options depending on project