Position Description:

The Service Delivery Manager (SDM) is responsible for the end-to-end delivery of Application Management Services (AMS) for a portfolio of enterprise applications, covering both legacy Java-based systems and modern cloud applications on Microsoft Azure.
The role combines ITIL-based service delivery with Agile/Scrum-driven change and development management. The SDM ensures service stability, SLA compliance, effective incident and change management, while coordinating development activities and acting as a Scrum-aware delivery lead (ideally with Scrum Master experience).

Your future duties and responsibilities:

• Ensure end-to-end AMS delivery in line with agreed SLAs and OLAs.
• Manage incidents, problems, changes, and releases in alignment with ITIL.
• Coordinate support and development teams across Java legacy and Azure cloud environments.
• Support or act as Scrum Master for AMS-related development and change initiatives.
• Facilitate Scrum ceremonies and manage change and development backlogs.
• Lead regular service review meetings with the client (KPIs, incidents, backlog, roadmap).
• Act as key operational contact for third-party vendors and cloud providers.
• Identify service risks, drive continuous improvement, and support service transformation initiatives.
• Ensure proper documentation, runbooks, and knowledge transfer.Participate in service improvement and transformation planning, including cost optimization and innovation.
• Support onboarding of new applications into the AMS operating model.

Required qualifications to be successful in this role:

• Proven experience in AMS / application support delivery in hybrid (on-premise & cloud) environments.
• Strong knowledge of ITIL (certification is an advantage).
• Practical experience with Agile / Scrum, ideally in a Scrum Master or delivery lead role.
• Experience managing development and change requests alongside operational services.
• Technical understanding of:
• Java-based applications
• Microsoft Azure (cloud services, integrations)
• Excellent communication skills in Czech and English.
• Strong stakeholder management and coordination skills.

Soft Skills:
• Excellent communication skills (in both Czech and English) German is advantage.
• Ability to manage client expectations and facilitate cross-functional collaboration between business and IT.
• Proactive problem solver with a continuous improvement mindset.
• Experience leading virtual teams or coordinating multiple service providers.

Desirable Qualifications:
• Background in the energy, utilities, or regulated industries.
• Experience in a multi-client or multi-provider delivery model.
• Familiarity with ITSM tools (e.g., Jira, Confluence, ServiceNow).
• Familiarity with DevOps / CI/CD.
• Experience with Jira, Confluence, ServiceNow, Azure DevOps.
• Scrum Master certification (CSM / PSM).

What we offer
• Great mixture of friendly atmosphere and stability of one of the biggest IT companies (Our employees stay with us for more than 8 years on average)
• Possibility to purchase company share and participation in company profit
• Professional growth and development through certified training programs and knowledge sharing
• The full-time contract for an indefinite period
• Flexible working hours
• Multi-sport card
• 900 CZK/monthly for your leisure activities
• 140 CZK meal vouchers
• 5 weeks of vacation + 3 sick days
• 30 days of fully paid sick leave
• Company loan without interest
• Mental health program


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Skills: Service Delivery Management What you can expect from us:

Společně, jako vlastníci, převádíme odborné znalosti do praxe.

Život ve společnosti CGI je založen na vlastnictví, týmové práci, respektu a pocitu sounáležitosti. U nás můžete naplno využít svůj potenciál.

Zveme vás, abyste se od prvního dne stali vlastníky. Společně pracujeme na tom, aby se náš sen stal skutečností. Proto o sobě mluvíme jako o partnerech CGI, a ne jako o zaměstnancích. Těžíme z našeho společného úspěchu a máme možnost a odpovědnost aktivně se podílet na směřování a strategii naší společnosti.

Vaše práce vytváří hodnoty. Budete rozvíjet inovativní řešení a trvalé vztahy s kolegy a klienty a zároveň budete mít přístup ke globálním možnostem, abyste mohli proměnit své nápady ve skutečnost, využít nové příležitosti a těžit z předních odborných znalostí v oboru a technologií.

Budete rozvíjet svou kariéru tím, že se připojíte ke společnosti, která je postavena, aby rostla a přetrvala. Podpoří vás vedoucí pracovníci, kterým záleží na vašem zdraví a pohodě, a kteří vám pomohou využít příležitostí k rozvoji vašich dovedností a rozšíření obzorů.

Přidejte se k nám, k jedné z největších firem poskytujících poradenské služby v oblasti IT na světě.