SERVICE DELIVERY MANAGER

About the Role

We are seeking an experienced and customer-focused  Service Delivery Manager to take ownership of a critical service portfolio and ensure the successful delivery of high-quality IT services. In this role, you will act as the primary point of contact for customers, overseeing service performance, maintaining strong client relationships, and ensuring all contractual service commitments and SLAs are met.

This position requires a proactive and autonomous professional who can effectively manage service operations, coordinate cross-functional teams, and drive continuous service improvement.

Key Responsibilities

• Own and oversee the end-to-end delivery of services within Release Management, Development Testing, and Level 2 Service Desk operations.
• Ensure services are delivered in accordance with agreed SLAs, KPIs, contractual commitments, operational procedures, and customer expectations.
• Act as the primary operational point of contact for customers and build strong, trusted relationships.
• Monitor, analyze, and report on service performance, preparing dashboards, service reports, and management presentations.
• Lead service review meetings, governance forums, and operational discussions with customers and internal stakeholders.
• Identify, assess, and proactively manage operational risks, service issues, customer escalations, and major incidents.
• Coordinate cross-functional teams, suppliers, and service providers to ensure consistent service quality and operational excellence.
• Ensure effective execution of Incident, Problem, Change, Release, and Service Request Management processes in line with ITIL best practices.
• Support major incident management, including communication, escalation handling, and post-incident reviews.
• Support service transition activities and ensure operational readiness for new or changed services.
• Monitor supplier performance and maintain effective operational relationships with internal and external partners.
• Drive Continuous Service Improvement (CSI) initiatives to enhance service performance, efficiency, and customer satisfaction.
• Establish and maintain operational documentation, knowledge bases, and support structures.

Required Qualifications & Experience

• Proven experience as a Service Delivery Manager, IT Service Manager, or in a similar customer-facing IT operations role.
• Extensive experience managing IT services, service governance, SLAs, KPIs, and contractual commitments.
• Proven ability to manage operational service delivery and coordinate cross-functional technical teams.
• Experience in Incident, Problem, Change, Release, and Major Incident Management within complex IT environments.
• Strong experience with service reporting, performance management, and data-driven decision-making.
• Experience identifying, mitigating, and managing operational risks and escalations.
• Experience driving service improvement initiatives and operational excellence.
• Ability to work independently, take ownership, and drive actions through completion.
• Excellent communication, stakeholder management, and organizational skills.
• Strong customer and service orientation with the ability to manage expectations effectively.
• Good understanding of infrastructure, cloud, workplace, and managed services environments.
• Experience working in multi-vendor and multi-supplier environments is an advantage.
• ITIL Foundation certification or equivalent service management experience is preferred.
• Familiarity with ITIL 4 practices and modern service management principles is desirable.
• Very good German and good English language skills, both written and spoken.

Technical Skills

• Strong practical knowledge of ITIL principles and IT Service Management processes.
• Good understanding of Incident, Problem, Change, Release, Service Request, and Service Level Management.
• Experience with SLA monitoring, service governance, and management reporting.
• Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Ability to analyze service performance metrics and drive improvement actions.
• Understanding of service transition, change implementation, and operational readiness.
• Knowledge of continuous service improvement methodologies and best practices.

Soft Skills

• Excellent communication and stakeholder management skills.
• Strong customer focus and relationship-building abilities.
• Excellent planning, organizational, and reporting skills.
• Ability to manage multiple priorities and perform effectively under pressure.
• Strong problem-solving and decision-making capabilities.
• Ability to influence stakeholders and drive outcomes without direct authority.
• Proactive, resilient, adaptable, and results-oriented mindset.
• Strong collaboration and teamwork skills.

What We Offer

• Opportunity to work in a dynamic and customer-focused environment.
• Exposure complex service operations and strategic customer relationships.
• Collaboration with experienced professionals across international teams.
• High level of autonomy, visibility, and influence on customer success.
• Professional development through training, certifications, and career growth opportunities.
• Participation in service innovation and continuous improvement initiatives.
• Flexible and hybrid working arrangements.
• Inclusive and collaborative company culture.

Your Impact

You will play a key role in ensuring service excellence, strengthening customer relationships, driving operational improvements, and contributing directly to customer satisfaction and business success.

Location: Flexible / Hybrid
Experience Level: Professional / Senior (GCM 5-6)

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