Service Desk Delivery Manager

Build trusted customer relationships while driving service excellence

As a Service Desk Delivery Manager, your most important mission is to build trust.

You will take over responsibility for a portfolio of established customer relationships and ensure that our customers continue to experience the same high level of support, collaboration, and service quality they rely on today.

Working closely with customers, Service Desk leaders, service owners, and Service Delivery Managers, you will act as the bridge between customer expectations and service delivery. Your success will be measured not only by service performance, but by your ability to establish strong relationships, create confidence, and become a trusted advisor for your customers.

Your role

As a Service Desk Delivery Manager, you will be responsible for ensuring that our Service Desk services are delivered in line with customer expectations and agreed service commitments.

You will maintain and strengthen long-term customer relationships while identifying opportunities to improve service quality, customer satisfaction, and operational efficiency.

This is a highly collaborative role where customer dialogue, stakeholder management, and continuous improvement are just as important as operational understanding.

You will join our Service Desk Backoffice team and work closely with colleagues across Service Management and Service Desk functions. Together, you will help customers get the most value from the services we deliver.

What you will do

• Build and maintain strong relationships with customers and contract owners
• Act as the primary point of contact for Service Desk-related delivery matters
• Monitor service quality and customer satisfaction across assigned accounts
• Identify, drive, and follow up on service improvement initiatives
• Lead or participate in customer meetings, service reviews, and operational follow-ups
• Analyze service performance and proactively address quality concerns or escalations
• Support successful transitions of new services and projects into production
• Contribute to knowledge management, documentation, and process improvements

Who we believe will thrive in this role

You enjoy building relationships and creating trust with customers and colleagues alike.

You are able to balance customer expectations, business needs, and operational realities while maintaining a strong focus on service quality and long-term partnerships.

You communicate clearly, build credibility quickly, and are comfortable working with both customers and internal stakeholders at different levels of the organization.

To be successful in this role, we believe you have

• Experience working in IT Service Management, Service Delivery, or Managed Services environments
• Experience managing customer relationships and stakeholder expectations
• Strong communication and relationship-building skills
• Commercial awareness and an understanding of service agreements and contractual commitments
• A strong technical understanding and analytical mindset, enabling you to understand service delivery, interpret operational data, identify trends, and turn insights into meaningful improvements
• The ability to work independently in a geographically distributed organization
• Professional proficiency in English

It is an advantage if you also have

• Experience with ServiceNow or other ITSM
• ITIL certification or practical ITIL knowledge
• Experience from Managed Services or large-scale Service Desk organizations
• Experience with KPI reporting and continuous service improvement initiatives

What we offer

At Atea, you will become part of a team that works closely together to deliver services that customers rely on every day.

You will have the opportunity to:

• Influence customer experience and service quality
• Work with skilled colleagues across Service Management and Service Desk functions
• Drive meaningful improvement initiatives with visible impact
• Develop your expertise through collaboration, knowledge sharing, and professional development opportunities
• Be part of an organization where teamwork, responsibility, and customer value are at the center of everything we do.