IT Service Delivery Manager

More about this opportunity

Join Natek as a IT Service Delivery Manager and support a top drinks retail company!

In this role you will be responsible for ensuring the stability, performance, and continuous improvement of critical enterprise platforms—including ServiceNow, Salesforce, Icertis, and DocuSign—within the Data & Digital Core department’s Legal & Corporate Affairs Digital Tower.

Your responsibilities

• End-to-end service management of applications (incident resolution, problem management, change management, service requests), while meeting defined service-level agreements.

• Vendor and contract management, covering renewals, escalations, performance monitoring, and opportunities for optimization.

• Compliance management with MICS/SOX controls, including evidence collection, approvals, and audit support.

• Budget oversight, planning, and reporting (forecasting, purchase requisitions, invoices).

• System lifecycle management, including backups, disaster recovery planning, capacity management, licensing, and executing upgrades and refreshes.

• Stakeholder engagement, acting as the primary point of contact for business escalations and communication regarding platform availability, incidents, and performance.

Our requirements

• Bachelor's / master’s degree in information technology, software engineering, computer science, or related field.

• 3+ years’ experience in program management, project management, product management, service management or a related field.

• Leadership skills, interpersonal relationships, persuasion skills and relationship with the senior management of the company, as well as the operational level.

• High proficiency in fast paced team environments.

• Stakeholder management and communication skills.

• Business acumen and process analysis skills.

• Project and product management skills, understanding of agile software development principles.

• Problem-solving skills.

• Organizational and time-management skills.

• Tech-affinity.

• Cross-functional collaboration skills.

• Skills: IT architecture, IT infrastructure, cloud development, engineering, software, business analysis, DevOps, Product management.

• Additional knowledge: ITIL expert certificate, COBIT certification, SIAM Certification

• Additional product knowledge: SeriveNow Platfrom, SalesForce.com Platform, Icertis, DocuSign, SAP will be a plus.

• Fluent in English (any other European language will be a plus)

Our offer

• Internal Mobility Program - enjoy many opportunities for career growth, job rotations, diversity of projects & technologies

• Referral Program - enjoy cooperation with your colleagues and get a bonus

• 5/10 Years NATEK Club - we offer long-term cooperation and celebrate each fifth- year cooperation anniversary with gifts

• NATEK CSR Events & team buildings - enjoy our values: accountability, partnership and expertise and #workITwithus

• Cafeteria

• Medical Healthcare

• Multisport Club Card

• Technical and Personal training

• Language courses

Additionally only for CoW:

• Life insurance

• Bonuses for Personal Events

• Day off for volunteering

About NATEK

Established in Brno, Czech Republic in 2004, we have been working with world leaders in the IT industry from day one. We are an experienced company with in-depth knowledge of building high-performing IT project teams.

Our mission is to deliver high-quality IT outsourcing solutions within CEE to help our clients make improvements in their performance while providing our employees with a work environment based on partnership.

Our teams’ experience in various industries (FMCG, banking, automotive, telecommunication) allows us to properly anticipate clients’ needs. Thanks to our expertise we develop customized solutions. Our recruitment department can match IT experts to the rights projects to provide a win-win situation.