Service Delivery Lead / Manager (m/f/n)
ESET · Bratislava · €3,800/month (stated in the posting)
Summary
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
What you’ll do
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
What we’re looking for
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-being
- BenefitPlus
- Healthcare (check-ups/annual programs)
- Multisport card
- Travel card "električenka"
- Supplementary pension saving
- Sick days
Family
- Marriage allowance
- Childbirth allowance
- Parental contribution
- ESET family events (Family day, St.Nicholas)
Office
- Refreshments in the office (fruits, coffee, soft drinks)
- Let´s get together breakfast
- Activity room, quiet room
- ESET events (Žranica, Christmas party..), teambuildings
Other
- Loyalty allowance
- Loyalty extra days off
- Loyalty cake
- Loyalty glass award
- Refer a friend
- Christmas presents
- Discounts from external providers
Primary location
BratislavaAdditional locations
Time type
Full time