Service Delivery Manager with German language

We harness the power of tech to increase sustainability.

Are you an experienced Service Delivery Manager who thrives on owning service quality end-to-end and building strong client relationships? Take accountability for IT service operations across international client accounts — ensuring services run reliably, incidents are resolved efficiently, and clients always know where they stand.

Pracovný režim

• full-time

Zodpovednosti

• Own end-to-end service delivery for assigned clients, ensuring compliance with SLAs, OLAs, and contractual obligations.
• Act as the main client contact and escalation point, building trust through clear communication and reliable follow-through.
• Apply ITIL processes across the service lifecycle (incident, problem, change, and continual improvement) as the team’s daily operating model.
• Lead regular service reviews, presenting SLA performance and improvement plans in a clear, business-focused way.
• Manage major incidents end-to-end, coordinating resolution, leading communication, and ensuring post-incident analysis.
• Own problem management, driving root cause analysis and implementing lasting fixes to reduce recurrence.
• Oversee change management, assessing risks, and ensuring smooth, disruption-free implementation.
• Drive continual service improvement by identifying gaps, defining actions, and tracking delivery.
• Lead and develop the service team, setting expectations and fostering accountability and ownership.
• Coordinate across internal teams, vendors, and client stakeholders to ensure seamless service delivery.
• Manage budget, resources, and capacity planning in line with contractual scope and demand.

Požiadavky

• 5+ years of hands-on experience in IT service delivery or operations, ideally in managed services or outsourcing.
• Strong practical ITIL experience across incident, problem, change, and service improvement processes; certification is a plus but real-world application is key.
• Proven client management skills — experienced in service reviews, handling escalations, and resolving challenging situations constructively.
• Solid understanding of IT operations and infrastructure, enabling effective leadership of technical teams.
• Experience with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management), including ticketing, SLA tracking, and reporting.
• Structured problem-solving mindset — proactive in identifying patterns, driving root cause analysis, and implementing long-term fixes.