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 these 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

Service Management Expertise 

• Proven experience managing Incidents, Problems, Changes, SLAs end to end. 

• This is the core of the job (keeping critical platforms running). 

• Platform Knowledge of ServiceNow and Salesforce 

• Direct experience supporting or delivering ServiceNow and Salesforce (or similar enterprise platforms). 

• Without this, ramp-up would be slow. 

 Vendor and Contract Management 

• Ability to manage vendors, performance, contracts, renewals, and escalations. 

 Compliance Management (MICS/SOX) 

• Strong understanding of compliance processes, evidence collection, and audit support. 

 Leadership and Stakeholder Management 

• Must be able to influence senior business stakeholders, manage expectations, and handle escalations. 

ITIL Framework 

Technical Skills 

• ServiceNow, Salesforce, Icertis, DocuSign (platform knowledge) 

• IT infrastructure & cloud basics 

• Backup, disaster recovery, capacity management 

• System upgrades & license management 

• 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.