Service Delivery Lead / Manager (m/f/n)
ESET Bratislava, Region of Bratislava, Slovakia · €46K/yr
Software Development · 1,001-5,000 employees
About the role
The Service Delivery Lead will manage end-to-end service deployments, oversee handovers to operations, and ensure service performance through rigorous SLA and KPI management. They will also lead cross-functional teams, manage budgets, and foster strong long-term relationships with key client stakeholders.
What they look for
Requirements
The ideal candidate possesses significant experience in project, service, or operations delivery within enterprise environments, along with strong leadership and stakeholder management skills. Proficiency in SLA/KPI tracking, process optimization, and a background in IT services or cybersecurity are highly valued.
Benefits
Full description
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
Bratislava
Additional locations
Time type
Full time
