Service Delivery Manager

Job Function: Services The role: * Do you thrive in a role where you act as the trusted advisor to customers and take ownership of service quality, performance, and customer outcomes? * Do you enjoy balancing customer satisfaction, service excellence, continuous improvement, and commercial success while coordinating multiple stakeholders? * Would you like to be part of an international services team where your ability to build relationships, resolve challenges, and drive improvement makes a visible impact for customers?

Location: Bucharest, Romania; Timisoara can also be considered \| Reports to: Team Lead - Services Success Manager \| Function: Services \| Work Arrangement: Hybrid \| Visa Requirements: Valid working visa for Romania \| Language Requirements: Fluent / professional English, written and verbal; Romanian at conversational level; French or Italian would be a plus \| Learn more: softwareone.com

As our Service Delivery Manager, you will own end-to-end service delivery for your assigned customer portfolio, ensuring contracted services are delivered with the agreed quality, performance, and scope. Acting as the main customer contact, you will build trusted relationships, lead service reviews, manage escalations, and translate feedback into clear actions. You will connect customers, delivery teams, partners, and sales to ensure reliable service performance while identifying opportunities for improvement, retention, and growth. Key Responsibilities

• Own customer satisfaction outcomes by acting as the primary point of contact and trusted advisor across operational, managerial, and executive stakeholder levels.
• Oversee the end-to-end delivery of contracted services, ensuring delivery meets agreed quality standards, scope, SLAs, and ways of working.
• Coordinate internal delivery teams, partners, and vendors so responsibilities are clear, hand-offs are smooth, and customer outcomes remain the shared focus.
• Track service performance against SLAs and KPIs, validate reporting data, analyse trends, and lead operational and strategic service reviews with documented actions.
• Drive timely resolution of service issues, major incidents, and escalations while ensuring root cause analysis, corrective actions, and risk mitigations are completed.
• Lead continual service improvement by maintaining a prioritised CSI register, removing process inefficiencies, and translating service management best practices into measurable enhancements.
• Manage contractual agreements, service descriptions, SLAs, financials, and change requests, flagging commercial risks, overruns, unbilled work, or penalties early with proposed actions.
• Develop and maintain service roadmaps aligned to customer business objectives, contributing delivery insight to account planning, QBRs, renewals, and growth opportunities.
• Resolve internal blockers, dependencies, and conflicting priorities while sharing lessons learned and best practices across the Service Delivery Manager community.

What we need to see from you: * Proven experience in Service Delivery Management, owning service quality, performance, and customer outcomes in a customer-facing IT or managed services environment. * Excellent communication, stakeholder management, and relationship-building skills, with the confidence to lead challenging conversations professionally at all customer levels. * Strong listening, questioning, and consultative skills, with the ability to uncover customer challenges and translate them into practical service improvements. * A structured, methodical, and detail-oriented approach, with the ability to manage multiple priorities, stakeholders, risks, and deliverables without losing sight of the customer outcome. * Good understanding of service management principles, delivery governance, SLAs, KPIs, reporting, escalation management, and continuous improvement practices. * Commercial awareness, including the ability to monitor contractual compliance, service financials, resource mix, margin protection, and growth opportunities. * Bachelor's degree or equivalent professional experience, combined with approximately 3–5 years of experience in IT, service delivery, customer success, or a similar customer-facing delivery role. * A proactive, accountable, and results-oriented mindset, with curiosity to keep learning in a fast-moving services environment. * Conversational Romanian is sufficient for the role; native-level Romanian is not required. French or Italian language skills would be an advantage, as around 10% of customers may require support in these languages.

Qualifications* ITIL Foundation certification is required, with a practical understanding of IT service management principles, processes, and service governance. * ITIL Service Management certification at intermediate or practitioner level would be an advantage. * PRINCE2 Foundation certification or similar structured project delivery methodology knowledge would be beneficial.

Success Measures Customer Satisfaction: Achieve or exceed agreed CSAT and NPS targets across the assigned customer portfolio. * Retention and Growth: Maintain account retention above agreed thresholds and contribute to upsell and cross-sell opportunities through clear delivery-side insight. * Service Performance:* Resolve escalations within agreed SLAs, maintain accurate reporting, and complete agreed business reviews with owned follow-up actions.

What’s on offer:* Our company benefits vary based on your location, but always include: * Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values). * A mentor who supports your successful start and is at your side with advice and action. * President’s Club: Recognition awarded by leadership and your peers. * Flexible work: Do great work from anywhere but also visit local office to deliver excellence in team relationship. * Lifelong education: A variety of training and development opportunities. * Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future.

Why SoftwareOne?:

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.