JOIN OUR TEAM @LEVI9 IASI

At Levi Nine we are passionate about what we do. We love our work and together in a team we are smarter and stronger. We work in a dynamic and challenging environment with talented and forward-thinking people who are part of creative and innovative teams. We are looking for skilled team players who make change happen. Are you one of these players? Join the magic number at levi9.ro.

PROJECT DESCRIPTION

The project consists of delivering proactive Cloud Managed Services for a diverse portfolio of clients, operating across multiple cloud platforms such as AWS, Microsoft Azure, and other hyper scalers, and supporting varied infrastructure models including cloud-native, hybrid, and modernized legacy environments.

The service operates in a multi-client, multi-platform context, requiring continuous coordination of operational activities to ensure high availability, performance, security, and cost efficiency of customer cloud infrastructure.

Service delivery is governed by contractual SLAs, with clear targets for incident response and resolution, service continuity, compliance, and customer satisfaction. The focus is on proactive operations, emphasizing monitoring, prevention, automation, and continuous service improvement rather than reactive support.

The Cloud Managed Services team provides end-to-end operational ownership (L1 to L3) of cloud infrastructure, covering monitoring, incident, problem and change management, service requests, capacity and cost optimization, as well as operational security and compliance activities.

THE ROLE INVOLVES

The Senior Service Delivery Manager is accountable for delivering predictable, high-quality Managed Infrastructure Services across a multi-client environment.

The role focuses on operational excellence, customer alignment, and continuous service improvement, while leading and developing managed services teams. The position requires a strong service mindset, solid operational leadership, and technical savviness in cloud and infrastructure concepts.

Service Delivery & Customer Management:

• Own end-to-end delivery of Managed Services for a multi-client portfolio, ensuring SLA compliance and service continuity.

• Act as the primary service delivery interface for customers, aligning expectations, contracts, and operational constraints.

• Coordinate daily operations including incident management, escalations, and prioritization across P1 - P4 events.

• Monitor and report service performance (SLAs, KPIs), providing actionable insights and improvement recommendations.

• Drive customer satisfaction through proactive communication, transparency, and predictable delivery.

Team Leadership & Operational Culture:

• Lead and coordinate multidisciplinary Managed Services teams.

• Plan workloads, shifts, on-call rotations, onboarding, and cross-skilling.

• Promote a proactive, preventive, SLA-driven operational mindset.

• Coach teams to improve service quality, accountability, and operational maturity.

• Foster collaboration, knowledge sharing, and continuous improvement.

Governance & Continuous Improvement:

• Drive continuous service improvement through automation, standardization, and efficiency.

• Identify recurring operational issues and implement preventive and proactive measures.

• Optimize ITSM processes aligned with ITIL, SRE, and DevOps principles.

• Ensure compliance with governance, risk, and service management standards.

• Support the evolution of operating models, tooling, and observability.

TECHNICAL PLAYGROUND

Professional Experience:

• 5 - 10 years of experience in Service Management, IT Operations, Managed Services, or similar environments.

• Proven experience delivering services in a multi-client, production environment.

• Strong background in availability, performance, incident management, and service continuity.

• Experience acting as an escalation point for high-severity incidents.

• Track record of driving measurable service and operational improvements.

Technical & Service Management:

• Strong hands-on experience with ITSM practices (Incident, Problem, Change, Request).

• Practical understanding of ITIL, SRE, and DevOps principles.

• Experience managing SLAs, KPIs, OLAs, and service performance metrics.

• Tech-savvy with a solid understanding of infrastructure and cloud concepts (AWS, Azure, or similar), including how cloud services are operated.

• Ability to coordinate technical troubleshooting across cross-functional teams.

• Automation, observability, and proactive operations mindset.

Tools & Platforms:

• Experience with ITSM and service desk tools (e.g., ServiceNow, Jira).

• Comfortable working with operational reporting, dashboards, and SLA tracking.

• Familiarity with monitoring and observability platforms.

• Exposure to tooling, automation, or process improvement initiatives.

Leadership & Customer Focus:

• Proven experience leading operational or support teams.

• Strong customer-facing skills in managed services environments.

• Ability to align service delivery with business priorities.

• High level of ownership, accountability, and reliability.

• Strong stakeholder management and trust-building capabilities.

NICE TO HAVE

• Experience with hybrid or complex infrastructure environments.

• Exposure to cloud platforms, containers, automation, or Infrastructure as Code.

• Awareness of release management, CI/CD, or FinOps principles.

• Relevant certifications (ITIL, AWS, Azure, DevOps, SRE).

SOFT SKILLS

• Excellent communication skills in English.

• Calm, resilient, and effective under pressure.

• Structured problem-solving and continuous improvement mindset.

• Proactive, results-driven, and customer-centric approach.

WHAT WE HOPE YOU MIGHT ENJOY

• Great colleagues, a tech and fun oriented place to work.

• Personal and technical development through courses, training, conferences, and certifications under Levi9 Academy umbrella.

• Udemy for business.

• A delightful book with Bookster.

• Parenting sessions if needed.

• Team buildings (with the company, your project team, or your department).

• Fun activities with colleagues sharing your passion (Ex: CSR campaigns, Movie Nights, Football, etc.).

• 21 annual vacation days + 1 extra day every two years.

• Floating holidays.

• Vacation Bonus.

• Meal tickets.

• Medical subscription.

• Hybrid way of working.

• Unlimited access to Levi9 gym.