Service Delivery Manager (37416)

Service Delivery Manager | Tel Aviv

Mertens, part of MalamTeam, is hiring a senior Service Delivery Manager for a leading organization in Tel Aviv

The role includes managing services, contracts, and strategic customers in the Biometrics and Digital Identity domains for government organizations, with end to end responsibility for service delivery, operational stability, customer satisfaction, and continuous service development

Responsibilities

Manage strategic customers and service delivery end to end

Manage contracts and ensure compliance with Service Level Agreements

Lead teams and Delivery stakeholders

Take financial and operational responsibility for service activities

Collaborate with customers, internal Support and Development teams, external partners, and Sales teams

Maintain operational stability and high customer satisfaction

Drive continuous development and improvement of services

Requirements

Approximately 10 years of experience in Service Delivery Management, Service Management, or Technology Project Management

Proven experience managing customers, contracts, and Service Level Agreements

Experience managing teams and multiple stakeholders

Deep understanding of IT Services and Service Management, with ITIL knowledge considered an advantage

Experience working with government customers is a significant advantage

Familiarity with Biometrics or Digital Identity solutions is an advantage

Ability to work independently with a strong system perspective and business orientation

High level of Hebrew and English, both written and spoken

Willingness to travel and visit customer sites as required