07/22/2026 updated
100 % available
Service Delivery Manager
Kosice, Slovakia
Worldwide
Bachelor's Degree in Information SecurityAbout me
Senior IT Service Manager with 15+ years of experience in IT service delivery, ITIL, SLA/KPI management, service transition, vendor coordination, and customer leadership. Proven track record in leading international teams and delivering reliable, customer-focused IT services.
Benefits Realisation ManagementContinuous DeliveryDisciplined Agile DeliveryGlobal Delivery ModelIBM Service Management FrameworkInformation Technology Infrastructure Libraries (ITIL)IT ManagementITIL CertificationsLayered Service ProviderService Delivery FrameworkService DeliveryService DesignService Development StudioService Level ManagementService Management
ITIL 4 Governance & Service Management
Certified ITIL 4 Foundation professional with hands-on experience leading ITIL 4 practices including Incident, Problem, Change Enablement, and Service Level Management. Implementation of structured monitoring, governance models, and the ITIL 4 Service Value System across complex multi-technology environments.
P&L Ownership & Financial Management
Full P&L responsibility across international branch operations, including financial planning, forecasting, cost control, and value realization against enterprise contractual commitments. Business Case ownership and capacity and demand management at scale.
Branch Build-Up & Team Scaling
Proven track record of building nearshore service delivery units from the ground up, growing cross-border teams across Slovakia and Germany. Establishment of governance models, delivery processes, and management structures ensuring consistent service quality for DACH enterprise customers.
SLA / KPI Management
Definition, reporting, and review of SLAs and KPIs to ensure compliance and transparency. Implementation of structured improvement cycles and escalation paths to maintain SLA-critical environments.
Service Transition & Delivery
End-to-end service governance and transition management for key DACH enterprise customers, including service reporting cadence, continual improvement cycles, and multi-technology delivery coordination.
Stakeholder & Customer Management
Management of customer and stakeholder relationships in complex multi-country programs, driving customer satisfaction and ensuring alignment between delivery teams and enterprise clients.
WAN & MLAN Project Implementation
Accountability for WAN and MLAN implementations including technical coordination, delivery ownership, and contractual billing compliance within global network service environments.
Agile Leadership
Certified Professional Agile Leadership (PAL I), applying agile principles to organizational leadership and team management in international nearshore contexts.
Microsoft & SAP Administration
Microsoft MCSA certified and SAP ADM qualified, providing a technical foundation supporting IT service delivery and operational management.
Certified ITIL 4 Foundation professional with hands-on experience leading ITIL 4 practices including Incident, Problem, Change Enablement, and Service Level Management. Implementation of structured monitoring, governance models, and the ITIL 4 Service Value System across complex multi-technology environments.
P&L Ownership & Financial Management
Full P&L responsibility across international branch operations, including financial planning, forecasting, cost control, and value realization against enterprise contractual commitments. Business Case ownership and capacity and demand management at scale.
Branch Build-Up & Team Scaling
Proven track record of building nearshore service delivery units from the ground up, growing cross-border teams across Slovakia and Germany. Establishment of governance models, delivery processes, and management structures ensuring consistent service quality for DACH enterprise customers.
SLA / KPI Management
Definition, reporting, and review of SLAs and KPIs to ensure compliance and transparency. Implementation of structured improvement cycles and escalation paths to maintain SLA-critical environments.
Service Transition & Delivery
End-to-end service governance and transition management for key DACH enterprise customers, including service reporting cadence, continual improvement cycles, and multi-technology delivery coordination.
Stakeholder & Customer Management
Management of customer and stakeholder relationships in complex multi-country programs, driving customer satisfaction and ensuring alignment between delivery teams and enterprise clients.
WAN & MLAN Project Implementation
Accountability for WAN and MLAN implementations including technical coordination, delivery ownership, and contractual billing compliance within global network service environments.
Agile Leadership
Certified Professional Agile Leadership (PAL I), applying agile principles to organizational leadership and team management in international nearshore contexts.
Microsoft & SAP Administration
Microsoft MCSA certified and SAP ADM qualified, providing a technical foundation supporting IT service delivery and operational management.
Experience
Professional experience10+ years
Freelancer since2026
Languages
GermanFluentEnglishFluentSlovakNative speakerCzechNative speaker
Project history
Full branch ownership with P&L responsibility, strategic direction, and team scaling across Slovakia and Germany. Established governance models, delivery processes, and management structures ensuring consistent service quality for DACH enterprise customers. Accountable for recruitment, performance management, and leadership structure build-up in an international nearshore context.
Built a nearshore service delivery unit in Slovakia from the ground up, growing the team to operational scale within the first 12 months. Owned end-to-end service governance for key DACH enterprise customers and implemented ITIL-aligned processes ensuring reliable SLA and KPI compliance. Defined and managed service reporting cadence, escalation paths, and continual improvement cycles.
Led an international team of approximately 15 FTE across Slovakia, responsible for financial planning, forecasting, and operational delivery. Held Business Case ownership and P&L responsibility; ensured cost control and value realization against enterprise contractual commitments. Managed capacity and resource planning to guarantee delivery quality at scale.
Certificates
Itil v4
axelos2024