IT Service Delivery Manager

Position overview:

• Ensure the stability, reliability, and quality of ongoing service operations
• Drive performance in accordance with contractual obligations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs)
• Plan, manage and control the delivery of IT desktop services to ensure client needs are met
• Lead and manage escalations, ensuring timely resolution and effective communication with clients and internal teams
• Identify, assess, and mitigate risks to maintain uninterrupted service delivery
• Promote continuous improvement, efficiency, and innovation across delivery processes and operations
• Conduct regular governance and performance reviews, presenting operational insights, risk assessments, and improvement plans
• Collaborate closely with technical, delivery, and support teams to resolve issues, plan changes, and enhance overall service performance
• Monitor and report on service metrics, analyse trends, and recommend proactive improvements
• Oversee budgeting, resource planning, and contract management to ensure operational and financial efficiency
• Engage strategically with clients to align service delivery with business goals, explore enhancement opportunities, and support account growth initiatives

Requirements:

• Bachelor’s degree in relevant field
• 3 - 5+ years in IT service delivery & operations, preferably in managed services or outsourcing
• Excellent client management and communication skills
• Proven leadership with cross-functional, multi-location teams
• Advanced verbal and written communication skills in both German and English
• Travel including overnight domestic or international trips may be required

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

IT Services and IT Consulting