Junior Service Delivery Manager (EN)

Company Description

Our brand Deutsche Telekom IT Solutions Slovakia entered the life of Košice region in 2006 under the name of T-Systems Slovakia and ever since has been inextricably linked with the region when became one of the founding members of Košice IT Valley. We have managed to grow from scratch to the second largest employer in the eastern part of the country with more than 3900 employees. Our goal is to proactively find new ways to improve and continuously transform into the type of company providing innovative information and communication technology services.

Job Description

The Junior Service Delivery Manager (Junior SDM) supports the delivery of IT or business services by assisting senior managers in daily service operations. This role involves monitoring service performance, supporting communication with clients and internal teams, and contributing to continuous service improvement. It is an excellent entry-level opportunity for individuals looking to build a career in service delivery or IT service management. 

What Will You Do?

• Assist the Service Delivery Manager in daily operational activities and service monitoring. 
• Track service metrics (SLAs, KPIs) and help prepare regular performance reports. 
• Track and trace the orders across all service cycle stages 
• Participate/leading the client meetings (taking notes, capturing action points, and following up on tasks, presenting currect status of the orders). 
• Collaborate with technical and support teams to ensure smooth service operations. 
• Support basic requests in line with ITSM best practices. 
• Contribute to service improvement initiatives and take part in small internal projects. 
• Document management: Maintain documentation related to service delivery, processes, and contact lists. 

Qualifications

You Will Succeed If You:

• Hold a Bachelor’s degree in IT, Business, Management, or a related field. 
• Have 0.5–2 years of experience in a support, IT, operations, or customer-facing role and an experience in service desk, SSC/BPO, or IT support is a plus. 
• Have basic understanding of ITSM processes (incident, request, change, problem)
• Your knowledge of the MS Office is at an Intermediate level. 
• Have good communication and teamwork skills and also strong organizational and attention-to-detail capabilities. 
• You are able to work with data and draw conclusions - have an analytical mindset.
• Speak English at least B2 level; additional languages are an advantage. 

Certifications (Preferred):

• ITIL Foundation (or willingness to obtain). 
• Familiarity with tools like ServiceNow, BMC, or similar platforms is a plus.

Key Performance Indicators (Kpis):

• Timeliness and quality of reports 
• Support in achieving SLA and KPI targets 
• Positive feedback from clients and internal teams 
• Number of successfully completed tasks and contributions to projects 

Additional Information

Benefits

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to Benefits

Salary

Final salary is negotiable.

We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1170€ /brutto.

Additional Information

* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.