About the role

Service Delivery Manager responsible for high-quality client service delivery in international projects. Managing multinational customers and leading service delivery processes from hybrid office in Malaga.

Responsibilities

You will be responsible for the service delivery processes to ensure consistent, high-quality client service for our international existing customers.
You will be responsible for our existing multinational customers with a tailored Managed Services contract.
You will wear the Project Manager hat to manage large change requests for our existing customers.
Together with your colleagues, you maximize our customer satisfaction.
Streamline internal collaboration across different specialist teams to guarantee a unified experience for our customers.
Take ownership of critical incidents and coordinate resolution efforts.
Establish effective communication channels for post-incident reviews.
Implement systems and methodologies to support outstanding service delivery.
You manage multiple customers (with different service models) at the same time.
You can rely on a proven and successful project methodology , an approach that focuses on agility and flexibility.
You monitor the service delivery scope, budget, and timeframe.
You report regularly on the status and quality of the delivered services.
You coordinate the specialist team and support them where necessary. Throughout the process you ensure smooth communication.
You will work from our Malaga office – in a hybrid team spread across multiple European countries.

Service Management : you show proficiency in monitoring and managing service-related processes.
Customer Relationship : you succeed at maintaining excellent relationships with end-users and stakeholders.
Leadership : Since you will often work with multiple teams simultaneously, you exhibit superb leadership and ownership skills to take our service delivery to the next level.
Technical knowledge: You are eager to learn and understand our solutions to enhance service delivery.
Project management skills : You are great at organizing and making decisions, while remaining flexible enough to cope with unexpected situations.
International mindset: Given the international context, your role does not stop at national borders. You like to travel, can work with different cultures and are fluent in English.
Additional European languages are a major plus.
Budget and KPI management: You are a master of numbers. You can manage and balance budget and service expectations like no other, in full control of your KPI’s.
You have a passion for customer experience and a strong ability to balance customer needs and business priorities.

Flexible work environment : hybrid working model and ⏰ flexible hours , with full autonomy to organize your days.
Workation : up to 20 days per year working from anywhere you want.
Time for you : 25 working days of paid vacation , 3 flex days , and summer reduced working hours.
Compensation : 🤑 Annual base salary between €39,000 and €47,000 (depending on experience).
Monthly meal voucher (Ticket Restaurant).
Flexible remuneration options for your transportation needs.
Referral program with financial rewards.
Private health insurance with Cigna.
Learning & development : individual development plan and professional training opportunities.
Real career growth : whether you want to deepen your expertise or grow horizontally, there are always opportunities within Protime.
Home office setup : allowance to equip your workspace and ensure a comfortable, productive environment.
People‑centric culture , with continuous learning, coaching, and the opportunity to make a real impact.
Constant innovation : it will never be “just another day at the office” — every day brings a new challenge.