Service Delivery Manager

(f/m)

Located in Romania (Bucharest)

Looking for your next career challenge?

You’ve found it!

Come join us and take your career to the next REVELSI!

About the Company

REVELSI is a tech innovation company with a clear vision and motivated minds that will help organizations worldwide to keep up the pace with the technology revolution that shows no signs of slowing down. Our goal is to help customers join the digital era and become technology-driven organizations by facilitating their journey from idea generation to the continuous deployment of solutions, platforms and technologies.

About the Role

We're seeking a talented individual to join our dynamic team, inspired by the Silicon Valley mindset. We're a fun-loving group who enjoy casual chats and laughter alongside focused work.

As we expand, we're looking for a team player with specialized skills to complement our existing team of tech gurus, network designers, cybersecurity experts, software developers, and IT managers.

You'll have the opportunity to collaborate with dedicated IT (Security) professionals, develop new capabilities, and have a great time doing it. We're a young and energetic team that embraces challenges with enthusiasm.

Responsibilities

Service Design & Planning:

• Support creation and approval of SOWs and WLAs
• Design RACI matrices for service delivery processes
• Collaborate with technical teams on customized solutions
• Allocate resources effectively, balancing workloads and budget
• Mentor and coach team members

Client Relationship Management:

• Interpret and manage complex contracts
• Ensure compliance with SLA/OLA commitments
• Act as the primary point of escalation for clients
• Lead service performance reviews and client meetings

Incident & Request Management:

• Oversee incident response, change management, and work order processing
• Drive timely resolution of escalated client issues
• Ensure accurate documentation and root cause analysis (RCA) improvements

Performance Monitoring & Reporting:

• Track KPIs and analyze trends to optimize operations
• Deliver monthly service reports and QBRs
• Build dashboards (ServiceNow, Jira, Tableau, PowerBI) for real-time visibility
• Identify opportunities for process automation and efficiency

Service Delivery & Continuous Improvement:

• Contribute to new managed service proposals
• Support outside of regular business hours when required
• Drive innovation, automation, and best practices in delivery
• Lead or participate in regular (daily/weekly/monthly) and ad-hoc service delivery meetings

YOUR SKILLS AND KNOWLEDGE

Core:

• Proven experience managing global technical service delivery teams
• Experience managing a Service Desk or similar technical teams
• Exceptional written and verbal communication skills
• Knowledge of current and emerging technologies in managed services
• Strong analytical skills with KPI dashboard experience
• Leadership and team-coaching abilities
• Ability to build trusted relationships with clients and influence at senior levels

Preferred:

• ITIL certification or strong ITIL knowledge
• Experience managing SLAs, OLAs, and vendor relationships
• Background in cybersecurity or IT infrastructure

Work Schedule:

Monday to Friday: 10:00 – 19:00 (1 hour lunch break)

Hybrid Schedule: 4 days work from office, 1 day work from home

WE VALUE OUR EMPLOYEES

At REVELSI we focus on ensuring you a benefit package that will take care of your health, wealth, and well-being.

• Private Healthcare at Regina Maria;
• Medical Assurance at Signal Iduna;
• Private dental services: exclusive benefits at Life Dental Spa clinics;
• Edenred meal tickets;
• Referral Bonus;
• Training and growth opportunities;
• Team buildings;
• Pizza day at the office and free drinks;
• Christmas/Easter gifts;
• 21 days of PTO per year and additional days off based on your seniority in Revel (2 additional days will be added to your total number of days off after every 2 years in the company, until you will reach a maximum of 25 days off).

Equal Opportunity Statement

REVELSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Show more
Show less