Service Delivery Manager – IT Services

About the role

We are seeking an experienced Service Delivery Manager to join our team in Ljubljana. You will be the key link between clients, internal support, development teams, and management, ensuring reliable and efficient delivery of IT services.

Key responsibilities

• Monitor compliance with contractually agreed SLAs and produce regular internal and external reports.
• Lead the Major Incident Management process, ensuring timely communication with clients and internal teams.
• Track KPIs, analyse deviations and recommend service‑quality improvements.
• Analyse ticket trends, prepare operational reviews and plan resources based on workload and demand.
• Collaborate with development and technical teams on bug tracking, escalations and issue resolution.
• Maintain regular client communication, organise service review meetings and follow up on actions.
• Manage service documentation, meeting minutes, reports and action items according to internal processes.
• Coordinate support activities, distribute tasks within the team and monitor operational efficiency.
• Participate in Change Management, Release Management and CAB processes.
• Drive continuous service‑improvement initiatives and optimise processes, tools and ways of working.

Required profile

• Proven experience in IT Service Delivery, IT Service Management or IT Operations.
• Strong understanding of ITIL processes, especially Incident, Major Incident, Change, Problem and Service Level Management.
• Experience with SLA management, KPI tracking, operational reporting and service‑review meetings.
• Excellent communication skills with clients, internal teams and stakeholders at various levels.
• Analytical mindset capable of identifying trends, risks and improvement opportunities.
• Organised, independent and able to work in a dynamic environment.

Required skills

• ITIL
• ServiceNow
• Jira

What we offer

• A responsible and diverse role with a direct impact on service quality.
• Collaboration with experienced technical, support and management teams.
• Opportunities to contribute to process, tool and client‑experience improvements.
• Work with international clients and complex IT services.
• Professional development in IT Service Management, service delivery and process excellence.