Location: CME Group Headquarters, Prague
CME Group is seeking a proactive and detail-oriented Service Delivery Manager to ensure smooth operations and continuous improvement of business systems services across all CME companies.
In this key role, you will manage daily service delivery, coordinate with internal teams and vendors, and drive service excellence to support CME’s fast-evolving media and entertainment business.
Key Responsibilities
Service Operations Management
- Oversee the daily delivery of business systems services, ensuring compliance with agreed service levels and business requirements.
- Monitor service performance, proactively identify and resolve issues to minimize business impact.
- Manage service requests, incidents, and escalations, maintaining timely and transparent communication with stakeholders.
Stakeholder Engagement
- Act as the main liaison between business users, IT teams, and external vendors for all service delivery matters.
- Gather feedback from users to drive improvements and enhance satisfaction.
- Prepare and present regular service performance reports to the Head of CME Business Systems and other stakeholders.
Continuous Improvement
- Identify and implement opportunities to improve service processes, tools, and documentation.
- Lead or participate in service improvement initiatives aligned with CME’s strategic direction.
- Ensure adherence to best practices, internal policies, and relevant regulations.
Team Coordination
- Coordinate activities of support teams and foster effective collaboration across departments.
- Support onboarding and training of new team members in service delivery processes.
Collaboration with Head of CME Business Systems
- Work closely with the Head of CME Business Systems to align operational delivery with strategic goals.
- Provide operational insights and recommendations to support decision-making and continuous optimization.
What You Will Need to Succeed
- Minimum 5 years of experience in service delivery, IT service management, or business systems management.
- Proven track record managing service delivery in complex, multi-stakeholder environments.
- Strong communication, analytical, and problem-solving skills.
- Experience working with cross-functional teams and managing external vendors.
- Familiarity with ITIL or other service management frameworks (advantage).
Why Join CME
- Be part of a dynamic international media group driving digital transformation across Central and Eastern Europe.
- Play a key role in ensuring seamless operation of core business systems supporting finance, HR, sales, and programming.
- Work in an international environment with high-impact, innovative projects.
- 29 days off - 25 vacation days + 4 personal days extra, because life isn't just about work.
- 4 volunteering days - we actively help the community we live in.
- Flexible working hours and work from anywhere - We believe everyone has their own rhythm.
- Modern offices in the iconic environment of Barrandov Studios.
- Laptop, phone and other equipment you need.
- Multisport card to keep you fit.
- Healthcare in a premium medical facility.
- Inspiring environment full of creative people.
- International opportunities and collaboration across CME Group.
Ready to take ownership of service excellence across CME?
Apply now and join our team in Prague.
