Service Delivery Manager (all genders)

Role Purpose

As a Service Delivery Manager, you ensure the reliable and efficient delivery of IT services and make sure they consistently meet business needs. You serve as the key point of contact between business stakeholders, internal IT and support teams, and external service providers.

In this role, you manage both customer-facing and internal services, take ownership of IT service management processes, and drive initiatives that improve service quality, operational performance, and business satisfaction.

Your Responsibilities

• Ensure reliable IT delivery in line with agreed service levels and business requirements
• Identify improvement opportunities and drive continuous optimization initiatives
• Foster strong relationships with business stakeholders, internal IT teams, and external partners to align expectations and outcomes
• Manage external providers and oversee adherence to contractual commitments and performance expectations
• Conduct regular vendor reviews and support implementation of improvement measures where required
• Facilitate effective collaboration between internal teams and third-party partners to ensure smooth end-to-end delivery
• Own and govern internal IT environments across their lifecycle, from introduction to retirement
• Ensure compliance with security, regulatory, and quality standards
• Take ownership of ITSM processes, including Incident, Problem, Change, and Request Management
• Support implementation and evolution of ITSM tools and act as subject matter expert for related applications
• Oversee operational and financial performance of IT operations
• Monitor utilization and cost drivers to support transparency and informed decision-making

Your Profile

• Proven experience in IT service delivery or service management
• Strong knowledge of ITIL or comparable frameworks
• Ability to manage multiple priorities and work in a fast-paced environment
• Experience in managing providers and complex IT environments
• Process-driven mindset with a focus on optimization and efficiency
• Excellent communication and stakeholder management skills
• Fluent in German and English

Our Offer