Service Delivery Manager in Lviv, Ukraine

Symphony Solutions is happy to invite an experienced Service Delivery Manager to join our team in Lviv.

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Symphony Solutions is a cloud transformation company headquartered in Amsterdam, with offices in the Netherlands, US, Ukraine, Macedonia, and Poland. Symphony Solutions recently celebrated 10 years of continuous service, and we attract many people with our open, welcoming culture and Dutch-inspired environment.

At Symphony Solutions we believe that this kind of organizational culture is the optimal environment to attract and retain the best talents, fully develop them and leverage their potential. We have a unique employee selection process where colleagues choose colleagues. Such an approach eliminates possible conflicts and ensures honest and transparent relationships with clients and within the team. Symphony Solutions is a company that strives to be the Best Price/Performance and the easiest to do business with.

Responsibilities:

  • Facilitate and coordinate the release of features from development, testing through to production environment and communicate status to key stakeholders;
  • Work with business teams and engineering teams to optimize process, procedures and DLC to ensure efficient business value delivery;
  • Work closely with engineering teams to ensure quality, effective and timely delivery of features;
  • Drive, contribute and report on continuous improvement of supporting processes and underlying KPIs ;
  • Identify KPI’s and report to Symphony Solutions leadership team and business as per an agreed schedule (or upon request);
  • Facilitate teams in preparing program plan & objectives on a program increment basis;
  • Support the engineering team to maximize resource utilization and deliver high quality products and releases;
  • Drive facilitated sessions for any aspect of service delivery including incident review, continuous delivery, problem resolution, capacity and planning;
  • Help identify, resolve program impediments and risks and plan interdependencies;
  • Identify, assess and communicate the impact of changes affecting the client or delivery;
  • Mitigate and solve escalations with urgency and determination;
  • Ensure that reporting to internal and external stakeholders is delivered at the agreed timelines;
  • Build and maintain an excellent working relationship with the customer through successful delivery of all client related projects;
  • Delegate responsibilities to line managers to thrive in delivering PI commitments and any other goals set by the business;
  • Participate in the development of team staffing plans;
  • Participate in the recruitment process from CV prescreening to job offer;
  • Take an active part in the process of learning and development of line managers and team members;
  • Monitor team performance and participate in performance reviews and one-on-one meetings (i.e. full employee life cycle);
  • Identify areas for improvement and help build a professional development plan, where necessary;
  • Escalate to Delivery Director and Employee Relationship Management team in case of talent loss risks;
  • Works with internal Operations department to ensure effective utilization and timely rotations of resources;
  • Drive the salary review process and cooperate with the CP/BUM to meet budget constraints;
  • Staff project teams according to time and budget constraints;
  • Cooperate with CP/BUM to keep track of project P&L;
  • Participate in technical and cultural interviews, when necessary;
  • Coordinate with SDO to ensure delivery excellence on the project/account.

We offer:

  • Competitive salary and compensation package;
  • Friendly and professional team;
  • Career and professional growth;
  • Great international work environment;
  • Comfortable office facilities;
  • Symphony Training Academy;
  • Low hierarchy and open communication.

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