Service Delivery Lead / Manager

About the role

ESET Corporate Solutions is looking for a delivery-focused leader to run deployments end-to-end, own the handover to operations and ensure service performance through SLAs, KPIs and strong client relationships. The position is based in Bratislava, full time.

Key responsibilities

• Partner with the Key Account Manager and client stakeholders to build long-term relationships.
• Own the operational scope of assigned services, including managing the handover to operations and post-handover from deployment.
• Estimate, plan, track and report progress against scope, timeline and budget, and manage variances.
• Coordinate cross-functional teams, identify risks early and drive mitigation.
• Apply delivery standards, methodologies and tools, and continuously improve speed, cost and quality.
• Provide customer care and take responsibility for the overall governance model.
• Lead, plan and delegate work within the team.
• Set up, manage and improve SLAs, KPIs and service reporting, monitor compliance and propose improvements.
• Design and optimise customer care processes (support and maintenance) and prepare fallback and recovery scenarios when targets are at risk.

Required profile

• Experience in project, service or operations delivery with enterprise or corporate clients.
• Strong stakeholder management and client communication.
• Hands-on experience setting up, tracking and reporting SLAs and KPIs.
• Ability to manage priorities, risks and cross-team dependencies.
• Leadership experience or clear readiness to lead a team.
• Process mindset: continuous improvement, structure and accountability.
• IT services, cybersecurity or similar technical delivery experience is a plus; exposure to operations handover, support and maintenance models is also a plus.

What we offer

• Basic wage from 3,800 EUR gross, adjustable to skills and experience.
• Performance bonus twice a year, up to 15% of basic salary.
• Healthcare, multisport and travel cards, supplementary pension saving, sick days and family allowances.
• Office refreshments, activity room, loyalty allowance and extra days off.
• Hybrid work option available.