Service Delivery Manager Digital Supply Chain

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global. 

• Are you motivated to lead service excellence, support customers in achieving their goals, and build trusted relationships while driving continuous improvement? 
• Do you thrive on delivering results, building strong customer relationships, and learning while collaborating effectively with diverse stakeholders? 
• Are you keen to be part of a global IT company that strives to build a diverse and inclusive culture of equal opportunities? 

Location: Prague, Czech Republic | Work arrangement: Hybrid | Contract type: Full-time | Reporting to: Senior Manager Service Delivery - Team Lead | Language requirements: Fluent/professional Czech & English, written and verbal; communicative German is an advantage 

As the new Service Delivery Manager for our Digital Supply Chain (DSC) service, you will support customers in all areas related to an optimized and digitalized software procurement process. You will be responsible for the end-to-end quality of the Managed Services and critical projects delivered by the service teams. You will monitor all service activities for your customers and strengthen the customer relationship as a trusted advisor. As part of the SDM community, you will also actively contribute to the continuous improvement of the service while incorporating customer feedback. 
 

Key Responsibilities 

• Work closely with the Service Delivery Management Team Lead and all involved teams to introduce and further develop best practices and ensure compliance with service levels  
• Take overall responsibility for delivering outstanding service to your assigned customers across all areas  
• Manage and resolve customer escalations  
• Monitor service levels and all relevant customer KPIs  
• Dedicate up to 80% of your time to customer projects  
• Prepare monthly/quarterly performance reports and analyses, and present them in business reviews with customers  
• Travel requirement: approx. 20%  

• A completed university degree is desirable; at minimum, completed commercial training  
• Ideally, several years of experience in software (licensing, sales, or procurement); experience in the IT/tech industry will be advantageous 
• Experience in project management and service management will be a plus  
• Customer-oriented and results-driven mindset, focused on meeting expectations and delivering on scope, timelines, budget, and quality 
• Clear, concise communication style paired with a friendly, professional, and confident approach, enabling effective collaboration with diverse stakeholders 
• Curiosity and enthusiasm for learning new topics and tools, supporting continuous growth and adaptability 

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.