Service Delivery Manager
Build technologies that matter
This is us
At Avenga, we believe that human creativity empowers technology that matters. Operating globally, our 6000+ specialists provide a full spectrum of services, including business and tech advisory, enterprise solutions, CX, UX and Ul design, managed services, product development, and software development.
This is you
IT Service Management with strong knowledge of the ITIL framework, including Incident, Problem, Change, and Release Management
Service Delivery and Operations management to ensure reliable IT services
SLA and KPI Management through clear definition, monitoring, and reporting
Client and Stakeholder Management by maintaining effective professional relationships
Team Leadership with experience in managing and guiding people
Risk and Escalation Handling to address issues and minimize impact
Continuous Service Improvement by identifying and implementing process enhancements
Resource and Capacity Planning to align resources with service demands
Budgeting and Cost Control to manage financial efficiency
Communication and Presentation with strong ability to convey information clearly
Conflict Resolution and negotiation skills to resolve disputes constructively
ITSM Tools Experience including ServiceNow, JIRA, BMC Remedy, or similar platforms
This is your role
Oversee end-to-end service delivery to ensure alignment with agreed SLAs and KPIs
Act as the primary point of contact for clients and stakeholders
Monitor service performance and drive continuous improvement initiatives
Manage incident, problem, and change processes to ensure service stability
Lead service review meetings (weekly/monthly/quarterly) with clients
Identify risks and implement mitigation strategies proactively
Coordinate with internal technical teams and external vendors
Manage escalations and ensure timely resolution of critical issues
Prepare and present performance reports and service dashboards
Support transition of new services into operations
- Locations
- Banja Luka, Belgrade, Bitola, Kragujevac, Nis, Novi Sad, Ohrid, Skopje
- Technology
- Delivery
- Seniority
- Mid-level
Your way in starts here
APPLICATION
Send us your application, we are ready to hear your story and explore how we can grow together.
REVIEW
Our team carefully reviews every application with curiosity and care. If your profile isn’t the right fit today, we will keep it in mind for future opportunities that match your skills and ambitions.
TALENT ACQUISITION INTERVIEW
You will meet our Talent team to talk about your goals and learn more about who we are, what we offer, and how we support our people.
TECHNICAL INTERVIEW
Our tech interview is all about diving deeper into your expertise and understanding your strengths, how you solve problems, and how you think – no trick questions, just a meaningful conversation.
CUSTOMER INTERVIEW
For some roles, especially when our clients are closely involved, you might also have a conversation with them – it’s a chance for everyone to align and get to know each other better.
JOB OFFER
If we both feel it’s the right match, we will send you an offer to join us. And even if it’s not the time just yet, you’ll always hear back from us.
WELCOME!
Your new team is excited to meet you, support you, and build something great together. Let’s make your first day the start of a journey that shapes a career that matters.