Service Delivery Manager

Britenet is seeking an experienced Service Delivery Manager to join a dedicated team supporting complex cloud operations and managed services for a major European public sector organization. This role focuses on ensuring high-quality service delivery and maintaining strong relationships within a multi-cloud environment.

Key responsibilities

• Manage the delivery of cloud and managed services while ensuring all agreed SLA and KPI targets are consistently met.
• Coordinate multidisciplinary technical teams to ensure services are delivered smoothly and according to project timelines.
• Act as the primary point of contact for customers and stakeholders, managing expectations and handling feedback effectively.
• Monitor overall service performance, prepare detailed reports, and manage escalations to ensure operational stability.
• Identify opportunities for continuous service improvement and collaborate with internal teams and vendors to enhance service quality.

Requirements

• At least 6 years of proven experience in managing cloud operations and support services.
• 8–10+ years of overall professional experience with responsibility for production managed services and contractual SLAs.
• Mandatory ITIL Managing Professional (ITIL MP) certification.
• Demonstrated expertise in stakeholder management, vendor governance, and service catalogue lifecycle management.
• Strong communication skills with proficiency in English at a B2 level or higher.

What we offer

• Opportunity to work on large-scale, complex cloud projects for international public sector clients.
• A fully remote working environment that supports professional growth and autonomy.
• Collaboration with highly skilled technical teams in a structured, ITIL-driven organization.