Delivery Lead For Service Desk - Tietoevry Tech Services - M/F/D

Service Desk Manager

As of 2 September 2025, Tietoevry Tech Services, earlier part of Tietoevry Group, will operate as a standalone company. We'll soon be operating under a new name: Vivicta. You will discover more about our new brand by the end of the year.

You will be responsible for:

• Service Desk delivery of multiple small to mid-size customers. Ensuring smooth service, according to defined SLAs and KPIs.
• Handling of escalations and customer feedback.
• Resolves standard problems through immediate actions or short-term planning with predefined processes.
• Maintaining and updating Knowledge base of your delivery.
• You will be responsible for understanding the customer contract and coordination of resources to deliver the agreed level of service to the customer as well as resource planning (day-to-day, onboarding new customers, customer removals)
• Supervise and manage the delivery team including quality checks and call coaching, but have no direct reporting staff, and provide line manager with feedback on agent performance.
• Organize and supervises the induction training for newcomers including processes and accesses etc.
• Handover of new and changed services, manage new customers implementations and exits, manage service changes for existing customers.
• Continuously analysing how the services and products affect Service Desk volumes and suggest needed changes to service/product owner.
• Analyse and improve ways of working
• Identify risks and proposing mitigations plans.
• Follow the departmental plans and priorities to address resource and operational challenges. Decisions are guided by policies, procedures, and business plan.
• You will be interacting with Customers, Customer teams, Operations, Service and Product Owners, Vendors, Service Desk Specialist, other Delivery Leads and Service Desk Management as well as with the supportive functions.

We expect you to have:

• Good understanding of ITIL and ITSM tools, as well as experience of Service Desk and/or other IT operations min 2 years.
• Ability to complete work in an analytical and structured manner within defined time frames, and to follow up on delivery and services in accordance with established SLAs and KPIs
• Respectful and empathetic personality in communication with colleagues and customers, and the ability to handle varying workloads
• In-depth understanding of customer environment and customer contract.
• Ability to communicate clearly with stakeholders in the delivery process.
• Cooperative and good ability to find winning synergies in collaborations.
• Business-focused in terms of ensuring delivery according to agreement.
• Active English knowledge

We offer:

• The contract is for an indefinite period of time.
• Stay fit and fresh. In Ostrava, use the free fitness facilities in the building, in other locations, do sports with Multisport.
• We'll support you when you're sick. For colleagues who are seriously ill for a long period of time, we contribute to sick pay in excess of the law.
• 107 CZK meal allowance on top of your salary.
• Educate yourself. We regularly organize and pay for IT courses, certifications, language training, and personal development courses.
• We contribute from 10 400 CZK per year. You name it. Choose from contributions for pension and life insurance, sports, culture, health, travel, or education in the cafeteria.
• Extra holidays. We have 25 days off plus 2 sick days. Work partially or completely remote. Work from wherever it suits you.