**Title**
: Service Delivery Manager
**Department**
: Service Delivery Management
**Location:**
Skopje, North Macedonia
**Workplace**
: Full-Time On-Site (Currently No Hybrid/Remote Solution)
**Contract**
: Temporary Starting 1st of May 2026 until 31st of March 2027 with 1+2 Months Trial Period.
**Net Salary Range**
: 65,000 to 75,000 MKD
**About Onitio**
Onitio is the Nordic leader in IT solutions and services, partnering with businesses across every sector to strengthen their operations. With more than 1500 dedicated professionals, we combine scale with proximity, ensuring our customers always have the right expertise close at hand.
We design, deliver and manage sustainable IT solutions that allow organisations to focus on what they do best. From installation to support and maintenance, our reach spans the entire Nordic region, giving us unmatched coverage and reliability.
The future at Onitio is more exciting than ever with the launch of Onitio One. This new era will transform how we create value for our customers, uniting our strengths into a seamless and powerful offering. Service Delivery Managers will be at the centre of this journey, shaping the way clients experience trust, quality and innovation.
As part of Onitio, you join a company that is not only supporting technology but redefining how it empowers people and businesses. Here, Service Delivery Managers are the driving force behind client success, relationship building and operational excellence.
If you are ready to take part in this new chapter where ambition meets opportunity, Onitio is where your leadership will set new standards for service delivery in the Nordic region.
**Role Overview**
At Onitio, the Service Delivery Manager plays a central role in ensuring customer success and operational excellence. Acting as the primary point of responsibility for customer delivery during the operations phase of a contract, the Manager works closely with Field Services, Sales, and internal teams to drive service quality, efficiency, and customer satisfaction. The role balances customer-facing responsibilities with continuous improvement initiatives and lead generation, contributing directly to account development and long-term partnerships. Our Service Delivery Managers maximise the value of our existing clients.
**Position Details**
**Key Responsibilities**
- Ensure services are delivered in full alignment with contracts.
- Build and maintain strong customer relationships through clear communication and structured meetings.
- Act as the customer’s trusted contact for all service delivery matters.
- Drive process improvements through automation, digitalisation, and reduced manual work.
- Resolve invoice deviations and secure compliance with contractual terms.
- Monitor and report on KPIs and SLAs using Power BI and customer dashboards.
- Analyse recurring SLA breaches, lead root cause investigations, and implement fixes.
- Support Sales by generating leads from customer insights and identifying growth opportunities.
- Contribute to organisational learning through community participation and knowledge sharing.
**Qualifications & Skills**
- Passionate and enthusiastic about delivering exceptional customer experiences.
- Strong knowledge of service delivery and customer contract management.
- Excellent English communication, presentation, and relationship skills.
- Problem-solving mindset with a proactive, structured, and detail-oriented approach.
- Skilled in reporting tools (e.g., Power BI) and KPI/OKR tracking.
- Collaborative team player across Sales, Field Services, and Customer Support.
- Bachelor’s degree in business, administration or equivalent work experience.
**What We Offer**
- A full-time position based in Skopje, North Macedonia.
- Be part of a collaborative team of inspiring colleagues, shaping the future of our department together as we grow into something truly exciting and impactful.
- The opportunity to directly influence customer success and drive service excellence.
- A dynamic and engaging workday with variety and impact.
- Exciting challenges and great growth opportunities in a Nordic company.
- Professional growth in a forward-thinking, people-first environment.
Our new Service Delivery Management department just recently launched in Skopje, North Macedonia. This is a unique chance to join a department from the early phases, where every contribution helps shape its identity and future. We set ambitious goals, hold ourselves to high standards, and communicate in a way that drives growth and progress. At the same time, we believe in creating a workplace where collaboration, development and enjoyment go hand in hand.
If you want to help shape this department and contribute in a role with real impact, we would be glad to start a conversation with you.
Ambitious, high-standards, constructive collaborative communication and fun.
: Service Delivery Manager
**Department**
: Service Delivery Management
**Location:**
Skopje, North Macedonia
**Workplace**
: Full-Time On-Site (Currently No Hybrid/Remote Solution)
**Contract**
: Temporary Starting 1st of May 2026 until 31st of March 2027 with 1+2 Months Trial Period.
**Net Salary Range**
: 65,000 to 75,000 MKD
**About Onitio**
Onitio is the Nordic leader in IT solutions and services, partnering with businesses across every sector to strengthen their operations. With more than 1500 dedicated professionals, we combine scale with proximity, ensuring our customers always have the right expertise close at hand.
We design, deliver and manage sustainable IT solutions that allow organisations to focus on what they do best. From installation to support and maintenance, our reach spans the entire Nordic region, giving us unmatched coverage and reliability.
The future at Onitio is more exciting than ever with the launch of Onitio One. This new era will transform how we create value for our customers, uniting our strengths into a seamless and powerful offering. Service Delivery Managers will be at the centre of this journey, shaping the way clients experience trust, quality and innovation.
As part of Onitio, you join a company that is not only supporting technology but redefining how it empowers people and businesses. Here, Service Delivery Managers are the driving force behind client success, relationship building and operational excellence.
If you are ready to take part in this new chapter where ambition meets opportunity, Onitio is where your leadership will set new standards for service delivery in the Nordic region.
**Role Overview**
At Onitio, the Service Delivery Manager plays a central role in ensuring customer success and operational excellence. Acting as the primary point of responsibility for customer delivery during the operations phase of a contract, the Manager works closely with Field Services, Sales, and internal teams to drive service quality, efficiency, and customer satisfaction. The role balances customer-facing responsibilities with continuous improvement initiatives and lead generation, contributing directly to account development and long-term partnerships. Our Service Delivery Managers maximise the value of our existing clients.
**Position Details**
**Key Responsibilities**
- Ensure services are delivered in full alignment with contracts.
- Build and maintain strong customer relationships through clear communication and structured meetings.
- Act as the customer’s trusted contact for all service delivery matters.
- Drive process improvements through automation, digitalisation, and reduced manual work.
- Resolve invoice deviations and secure compliance with contractual terms.
- Monitor and report on KPIs and SLAs using Power BI and customer dashboards.
- Analyse recurring SLA breaches, lead root cause investigations, and implement fixes.
- Support Sales by generating leads from customer insights and identifying growth opportunities.
- Contribute to organisational learning through community participation and knowledge sharing.
**Qualifications & Skills**
- Passionate and enthusiastic about delivering exceptional customer experiences.
- Strong knowledge of service delivery and customer contract management.
- Excellent English communication, presentation, and relationship skills.
- Problem-solving mindset with a proactive, structured, and detail-oriented approach.
- Skilled in reporting tools (e.g., Power BI) and KPI/OKR tracking.
- Collaborative team player across Sales, Field Services, and Customer Support.
- Bachelor’s degree in business, administration or equivalent work experience.
**What We Offer**
- A full-time position based in Skopje, North Macedonia.
- Be part of a collaborative team of inspiring colleagues, shaping the future of our department together as we grow into something truly exciting and impactful.
- The opportunity to directly influence customer success and drive service excellence.
- A dynamic and engaging workday with variety and impact.
- Exciting challenges and great growth opportunities in a Nordic company.
- Professional growth in a forward-thinking, people-first environment.
Our new Service Delivery Management department just recently launched in Skopje, North Macedonia. This is a unique chance to join a department from the early phases, where every contribution helps shape its identity and future. We set ambitious goals, hold ourselves to high standards, and communicate in a way that drives growth and progress. At the same time, we believe in creating a workplace where collaboration, development and enjoyment go hand in hand.
If you want to help shape this department and contribute in a role with real impact, we would be glad to start a conversation with you.
Ambitious, high-standards, constructive collaborative communication and fun.
