Service Delivery Manager

**O-NXT is hiring a Service Delivery Manager to join our team in Tirana.** **Company Description** O-NXT specializes in remote IT support and managed services across Europe, the USA, and Canada, delivering IT Helpdesk support, Microsoft 365 administration, network monitoring, cybersecurity, and IT outsourcing. With a 24/7 support structure and SLA-driven delivery, we help businesses improve efficiency and reduce IT downtime. **Role Description** We are looking for a Service Delivery Manager who can oversee service operations, ensure SLA compliance, and maintain a high level of customer satisfaction. This role is central to coordinating IT service management processes, resolving issues, and ensuring a seamless client experience. **What you’ll do:** • Oversee service delivery operations and support service quality. • Ensure adherence to SLAs and service performance targets. • Coordinate IT service management processes and issue resolution. • Manage communication with clients and internal teams. • Support customer satisfaction through proactive service management. • Build strong working relationships across teams and stakeholders. **What we’re looking for:** • Engineering background or related technical education. • Experience in Service Delivery Management, Technical Support, or IT Service Management. • Strong understanding of technical support workflows and service processes. • Strong focus on customer service and customer satisfaction. • Proven experience in delivering high-quality service. • Excellent leadership, communication, coordination, and stakeholder management skills. • Analytical mindset and strong problem-solving abilities. • Experience in team coordination and relationship management. • Fluent English. • ITIL certification or similar framework experience is a plus. • Comfortable working a 14:00–22:00 shift to support North America. • Experience in late-shift or 24/7 support environments is a plus. **Full-time, on-site role in Tirana.** If you are motivated by service excellence, operational efficiency, and client success, we would love to hear from you. #Hiring #ServiceDeliveryManager #ITServiceManagement #ITSupport #ManagedServices #TiranaJobs #CustomerService #ITIL #Operations #O\_NXT Burimi: https://al.linkedin.com/jobs/view/service-delivery-manager-at-o-nxt-4415237259

Niveli: senior