Delivery Manager

**Hi there**

We are the biggest European Python Powerhouse with over 18 years of experience, and deep commitment to Agile principles. Join a group of 500+ professionals dedicated to helping customers build outstanding products.

**Are you the NEXT one?**:
**Job description**:
**The challenge**

At STX Next we are all proud of the quality of the services we deliver to our customers which comes from our battle-tested software development practices. The spirit of craftsmanship within us makes us keep improving our high standards which our clients value a lot. To achieve that, STX Next uses its powers to grow the business, the people and themselves constantly.

In order to continue our success story, we are currently looking for a seasoned IT Service Delivery Manager who will be responsible for E2E Operations in his/her portfolio of customers.

This is a Customer facing role, with high internal exposure. Therefore to be successful in this role, you must have a natural passion for Customer satisfaction and you should be outstanding at building long-term relationships.

**A day in the life of a Service Delivery Manager**

You will be responsible for the three areas:
**Client Relationship**
- Ensure consistent high levels of SLA achievement and client satisfaction
- Prepare and chair regular service delivery meetings with the client and manage follow up and improvement actions
- Proactively monitor overall service performance
- Obtain regular client feedback translating it into concrete improvement actions
- Cowork with the internal Customer Success Management team to build strong bonds with key client stakeholders
- Manage all layers of customer communication
- Look for business growth opportunities within the existing customer base

**Leadership & Talent Management**
- Coordinate together with our HR department the hiring pipeline in order to bring the best talent to our team, matching our customer´s needs.
- Monitor the individual performance of the team under your responsibility, making sure that impediments to outstanding achievement are eradicated.
- Plan and Conduct periodic Growth reviews aiming to ensure your team is always developing their skills.
- Based on the Growth´s reviews outcome, plan and agree on promotions, salary increases and rotations within the team.

**Revenue & Margin Management**
- Assist in ensuring a deep understanding of contracted year on year customer revenue and the appropriate internal reporting and financial reviews
- Review and approve customer invoices
- Follow up and support the Account Manager in resolving any client billing disputes
- Ensure top levels of customer satisfaction
- Support of Pre-Sales and Up-Selling initiatives
- Cooperate with different internal departments to ensure appropriate sales and marketing strategies are created

**Requirements**:

- At least 7+ years of experience in IT (software development) and strong experience in IT service and/or experience working directly as a service delivery owner being accountable to C Suite executives.
- Deep understanding of how customer expectations, feedback and escalations should be handled;
- Proven track record in delivering multiple high-quality IT services from start-ups to large-sized clients;
- Solid background in IT business management (previous experience being directly responsible for budget, revenue, margin, efficiency, etc);
- Genuine passion for getting Customer satisfaction at top levels;
- Strong communication and negotiation skills at both technical and business level.
- Previous experience working with international and dispersed teams.
- Excellent English both in writing and speaking (min. C1)
- Availability to travel
- Valid USA VISA (excl.)
- Extreme ownership mindset and “hold my beer” approach.

**Extra points if you have**:
Previous experience (hands-on) in technical roles, such as web developer;
Previous experience as Product Owner and/or Scrum Maste

**Benefits**:
**Leader’s support**:

- Conferences’, internal trainings’ and permanent meetups’ speakers - join the STX Next crew and work with true enthusiasts and professionals**Technology focus**:

- Python and JavaScript are not our only strengths, we are also very good at React Native, IoT, Machine Learning, DevOps and Blockchain.**Growth review**:

- Junior, Regular or Senior? Every half a year we have a chance to discuss acquired skills and prepare a development plan for upcoming months.**Workation**:

- Team trips where you have a chance as a team not only to work together, but also integrate f2f.**Management Bonus**:

- Yearly bonus option available