Service Delivery Manager (remote)
Athens, Greece
πριν από 3 μέρες
source : Just Join IT

Cloud (regular)

Web Applications (regular)

SLA (regular)

We work fully remotely in Kainos but we might require you to visit our Gdansk office occasionally for team activities or company events.

For candidates based in 3city our Gdansk office is opened so if you prefer to work from the office or in a hybrid model, you are welcome to do so.

We adjusted the office so it follows all pandemic restrictions.

Some of our projects might require travelling to the customer site in the UK. If you would be willing to travel to the UK, it would be crucial for you to have easy access to the airport.

We would of course cover your travelling expenses.


As a Service Delivery Manager in Kainos, you will assist in the direction and management of Support. Manages and champions assigned areas of ownership across assigned clients and within Kainos as a whole.

Responsible for managing the delivery of a support service, and managing the client-relationship, across projects. Works with Clients and the Sales team to drive out new opportunities and expand Kainos’ footprint within our account.

Manages a team including Client Service Managers, application support engineers and infrastructure engineers.

You will be responsible for :

  • Manages the interfaces between Kainos and clients; communicates regularly with the client to build relationships which will enhance business opportunities for Kainos.
  • Ensures regular reporting to clients and Kainos management; leads client service review meetings and internal support reviews.
  • Manages the financial aspects of projects including forecasting, reporting and invoicing.
  • Manages incident escalations escalating within Kainos and third parties as appropriate.
  • Put people first & develop others You’ll manage, coach and develop a small number of staff, with a focus on managing employee performance
  • Manages the team on a daily basis, ensuring effective deployment of skills and resources to ensure all service levels and client requirements are met or exceeded for their own projects.
  • Project manages development and services work as required ensuring project management standards and agile principles are applied.
  • Ensures all relevant standards and procedures are applied, including handover of live systems from development.
  • Leads in negotiating support contracts and service level agreements with clients, and third parties, ensuring win-wins
  • Takes responsibility in devising and costing viable, winning solutions, working closely with the Kainos sales team.
  • Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and / or agreements and always ensures security of information.
  • Assists in the future growth of Kainos by seeking, identifying and taking appropriate action on opportunities for additional business or increased efficiency.
  • Responsible for establishing, operating and ensuring adherence to business and service management process and procedures for assigned areas of the support service.

  • Ideally 6 years’ experience working in a commercial IT environment, a thorough understanding of service management, with at least 2 years demonstrable success in a service management role.
  • Extensive experience of working closely with clients and demonstrable evidence of building sound client relationships.
  • Experience in negotiating Service Level Agreements, support contracts and 3rd party contracts.
  • Sound understanding and significant experience of the day-to-day management of service delivery.
  • Experience of handling change controls in support contracts and changes to the service baseline.
  • Excellent communication skills including formal presentations.
  • Sound commercial awareness and understanding of service management dynamics and the interaction with project delivery.
  • Sound understanding of and ability to drive areas of the support service business.
  • Experience of adhering to the disciplines and quality standards of service and project management, ideally with formal ITIL training.
  • Proven ability to manage and motivate team members and lead by example.
  • Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.
  • Ability to work to tight deadlines.
  • Demonstrable awareness of business and operational environments into which solutions have been delivered.
  • Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and / or agreements and always ensures security of information.
  • We are passionate about developing people a demonstrated ability in managing, coaching and developing members of your team and wider community.
  • Affable, credible and can communicate effectively with clients and colleagues.
  • Excellent team player capable of delivering results in less than perfect circumstances.
  • Capable of taking a cross project view in decision making.
  • Mature, non-confrontational style.
  • Quality focused.
  • Highly flexible (including willingness to work away from home base).
  • Articulate, enthusiastic, responsible, logical and thorough.
  • A positive "can do" attitude towards the technical and non-technical challenges facing Kainos and clients.

  • Experience of delivering Service Management within an Agile environment
  • What we offer :

  • Company share scheme plan.
  • Private medical insurance at Medicover.
  • Multisport card.
  • Group life insurance.
  • 3000 Pounds for refer-a-friend scheme.
  • Reimbursement of the costs of purchasing a chair and desk to be used in the home office.
  • Access to Pluralsight online training.
  • Core hours (starting work between 8 am and 10 am).
  • Αναφορά αυτής της εργασίας

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