Overview:
SOFTSWISS continues to expand the team and is looking for a Service Delivery Manager. We need a true, experienced, and accomplished professional who shares our culture and values.
About Product:
SOFTSWISS Casino Platform
Full-service modular software platform to manage online casino operations
L3 support team overview:
In L3 support team we maintain our product in technical way by:
- Resolving, analyzing, and preventing most difficult issues by improving usability, architecture and processes
- Providing reliability and improving performance of Casino Platform product
- Automation and simplification repeating operations
Key responsibilities:
- Lead the entire service delivery direction, including managing other managers and team leads
- Ensure team projects are on track, any issues and risks are highlighted and resolved proactively;
- Establish and enhance a full range of team processes to ensure long-term success, emphasizing process automation and efficiency enhancements
- Own team’s service scope – analyze business needs, team’s capabilities, maintain a comprehensive service catalog and responsibility area
- Provide team performance analysis and reporting both to the team and to stakeholders using relevant metrics – we value data-driven decision-making
- Ensure efficient and quality teamwork – in terms of transparency, sufficient communication and coordination
- Develop an environment that encourages change and innovation, emphasizing both organizational and individual growth
- Establish and maintain strong relationships with other teams within the company to simplify interactions, prevent root causes of incoming requests, and ensure seamless collaboration
Requirements:
- 3+ years of experience in managing delivery of technical service or long-term projects in roles such as Head of Technical Support/SRE/Engineering, Service/Project/Delivery Manager
- Strong understanding of service team management processes
- Experience in managing subordinates, including supervising team leads or managers.
- Proven expertise in setting up and optimizing work processes for maximum efficiency and comfort.
- Knowledge of common management methodologies, practices and tools, and a willingness to learn at short notice
- Passion for proactively preventing problems, getting ahead of issues and simplifying operations
- Written and spoken English of upper intermediate level or higher
- Excellent analytical and problem-solving skills