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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, oversee service performance, maintain strong client relationships, and ensure contractual service commitments and SLAs are met.
Key Responsibilities
- Own and oversee end-to-end service delivery across Release Management, Development Testing, and Level 2 Service Desk operations.
- Ensure services meet agreed SLAs, KPIs, contractual commitments, procedures, and customer expectations.
- Act as the primary operational contact for customers and build trusted relationships.
- Monitor, analyze, and report service performance through dashboards, reports, and management presentations.
- Lead service reviews, governance forums, and operational discussions.
- Manage operational risks, service issues, escalations, and major incidents.
- Coordinate cross-functional teams, suppliers, and service providers.
- Ensure effective Incident, Problem, Change, Release, and Service Request Management in line with ITIL practices.
- Support major incident management, service transitions, and operational readiness.
- Drive Continuous Service Improvement initiatives and maintain operational documentation and knowledge bases.
Required Qualifications & Experience
- Proven experience as a Service Delivery Manager, IT Service Manager, or in a similar customer-facing IT operations role.
- Extensive experience with IT services, governance, SLAs, KPIs, and contractual commitments.
- Experience managing incidents, problems, changes, releases, and major incidents in complex IT environments.
- Strong service reporting, performance management, risk management, and stakeholder management skills.
- Good understanding of infrastructure, cloud, workplace, and managed services environments.
- ITIL Foundation certification or equivalent service management experience is preferred.
- Very good German and good English language skills, written and spoken.
Technical and Soft Skills
- Practical knowledge of ITIL and IT service management processes.
- Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
- Ability to analyze service metrics and drive improvement actions.
- Excellent communication, planning, organizational, reporting, problem-solving, and decision-making skills.
- Strong customer focus, collaboration, resilience, adaptability, and ability to influence stakeholders.
What We Offer
- Dynamic, customer-focused environment with international collaboration.
- High autonomy, visibility, and influence on customer success.
- Professional development through training, certifications, and career opportunities.
- Flexible and hybrid working arrangements.
- Inclusive and collaborative company culture.
Your Impact
You will help ensure service excellence, strengthen customer relationships, drive operational improvements, and contribute directly to customer satisfaction and business success.