Position: Senior Service Delivery Manager with Tech background
Company: Intellias
Experience required: 5y
English level: upper

**Project Overview:**
Our customer is fast grown FinTech startup in the debt collection/management domain operating in EU. We are at the beginning of the long-term journey to build a set of systems to support business operations like Dialer, Collection system, CRM, ERP etc. 

**Responsibilities:**
- Managing several project(s)/services of high complexity
- Being involved from start to finish in analysis, preparing project kick-offs, and organizing effective scope and change management
- Track project health, metrics, anticipate and intercept cross-functional blockers
- Support ramp-up plans, facilitating the recruitment process
- Working closely with the stakeholders on both sides to manage the day-to-day work
- Establishing a plan for the execution of the project, including a work-breakdown-structure, task dependencies, team composition, schedule, and risk mitigation
- Set up and support Jira Service management process

**Requirements:**
- Degree in Computer Science, Computer Engineering or Management Information Systems
- Experience as a Service Manager in the software outsourcing industry
- Experience in Collection/Fin-Tech/Banking industry is highly desired
- Practical experience with the integration of ITIL Framework (HelpDesk/ServiceDesk, INC, CHG, REL, SLM), ITOM, defining SLAs, service metrics, CSM processes
- Technical background is a must
- Result-oriented and action-focused skill-set is a must
- Practical experience to organize projects and teams from scratch, directly from the initial phase 
- Experience in managing teams of 10+ people
- Excellent communication skills, ability to influence people, leadership by example, cultural awareness
- Experience in requirement analysis, effort estimating, project scheduling, risk and change management
- Strong project management skills including conceptualization, analysis, driving alignment, planning resources, managing milestones and objectives, and Agile practices
- Excellent written and verbal communication
- Ability to negotiate win-win outcomes