Manager Client Delivery - WinFS & M365 (m/f/d) Munich

• Own and manage client delivery for Microsoft 365 services, ensuring SLA, KPI, and contract commitments are met
• Act as the primary escalation and relationship manager for M365 service delivery issues
• Coordinate delivery across engineering, operations, security, and governance teams
• Lead service review meetings, operational governance forums, and executive updates
• Oversee incident, problem, and change management processes for client environments
• Manage service onboarding, transitions, and operational readiness for this contract.
• Drive continual service improvement, automation, and optimisation initiatives
• Ensure alignment between client requirements and Microsoft 365 roadmap changes
• Manage risks, dependencies, and service improvement backlogs
• Ensure service delivery aligns with security, compliance, and regulatory obligations
• Support commercial activities including renewals, service expansions, and cost optimisation
• Maintain accurate service documentation, reporting, and delivery artefacts
• Collaborate with account management and sales on growth opportunities

Knowledge Skills & Attributes

• Strong ability to transition services from incumbent providers and set up your organisation for success.
• Strong understanding of managed services and client delivery operating models
• Excellent client relationship management and communication skills
• Ability to translate technical delivery into business outcomes
• Strong service governance and risk management mindset
• Confident decision-maker and problem-solver under pressure
• Highly organised with strong prioritisation and coordination skills
• Commercially aware with focus on value and outcomes
• Collaborative leadership style across multi-disciplinary teams
• Customer-centric, proactive, and continuous-improvement focused

Academic Qualifications & Certifications

• Bachelor’s degree or equivalent experience in:
• Information Technology
• Business Management
• Information Systems
• Certifications (desirable):
• ITIL Foundation or ITIL Managing Professional
• Microsoft 365 Fundamentals (MS-900)
• Prince2, PMP, or equivalent project/service management certification
• Agile or SAFe certification (desirable)
• Service management or leadership qualification

Required Experience

• 8+ years’ experience collaboration, or workplace technology services
• 3–5 years in a managed services leadership or service management role
• Proven experience delivering Collaboration services in enterprise or global environments
• Experience managing distributed teams and third-party vendors
• Strong background in SLA-driven service delivery and customer support
• Experience operating in ITIL-based service management environments

Technical Expertise

• Good awareness of the Microsoft 365 service portfolio:
• ITSM platforms (ServiceNow or equivalent)
• Monitoring, reporting, and analytics for operational performance
• Licensing models, capacity planning, and cost optimisation strategies