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Service Manager

  • Hybrid
    • Belgrade, Beograd, Serbia
  • Operations

Job description

  • Leading activities and managing incidents with the key objective of restoring agreed services within defined timeframes. 

  • Ensuring that all requests are properly documented and tracked; monitoring KPIs (e.g., response time, service delivery) and ensuring accurate and objective reporting. 

  • Acting as a central communication point, providing clear, timely, and relevant updates to technical teams and business users at various organizational levels and to clients. 

  • Planning, coordinating, and overseeing activities and related tasks carried out by members of cross-functional technical teams to ensure successful goal achievement. 

  • Facilitating change management processes (both internal and external). 

  • Analyzing requirements and actions to ensure the delivery of high-quality services. 

  • Gathering and reviewing processes to identify potential changes or improvements. 

  • Coordinating problem management activities to prevent incident recurrence. 

  • Leading Disaster Recovery team coordination efforts. 

Job requirements

  • A Bachelor’s degree in Computer Science, Engineering, Business Administration, or a related field. 

  • 1-3 years of proven experience in service management, with a solid track record of successfully delivering complex projects. 

  • Strong communication skills, with the ability to inspire teams and build trust with clients and stakeholders. 

  • Demonstrated experience in managing cloud or IT infrastructure projects — hybrid cloud knowledge is a major plus. 

  • Sharp organizational instincts, a solutions-first mindset, and the ability to prioritize in a fast-paced environment. 

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