Service Center Manager ( Service Delivery Lead)

Job Description & Summary

• You manage a multidisciplinary team of IT specialists, including anual performance-  and resource management. 

• Ensure adherence to SLAs, KPIs, compliance standards, and contractual commitments. 

• Coordinate with cross-functional service delivery teams to resolve service issues and escalations in a timely manner. 

• Conduct regular governance and service meetings (weekly, monthly, quarterly) including SLA reviews, operational updates, and strategic planning. 

• Drive innovation and process improvements to enhance service efficiency and customer satisfaction. 

•  Identify opportunities for operational optimization, automation/AI adoption, cost optimizaton 

• Track and manage delivery budgets, resource utilization, and productivity. 

• Support financial governance including forecasting, invoicing, and cost optimization. 

• Ensure compliance with MSAs, SOWs, and service delivery commitments. 

• You hold a Bachelor  degree in business administration or computer science  You have a strong understanding of IT service management frameworks 

• You are experienced in managing multidisciplinary IT delivery teams/services. 

• You have prior experience in managing enterprise-level service delivery for customers abroad. 

• You have hands-on experience working with offshore and onshore teams and distributed delivery model 

• You have strong problem solving, analytical and decision making skills 

• You are familiar  with contract management and commercial aspects. 

• You have very good communication skills on both technical and management level 

• You are fluent (written and spoken) in English. 

• You have exceptional communication, stakeholder management and presentation skills for senior management level interactions. 

• You take ownership, enjoy working independently, and have a strong service‑oriented attitude. 

• You have a strong positive, service-oriented attitude and team-working ability. 

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