Service Delivery Specialist

ppWe are seeking an experienced and customer-focused bService Delivery Manager /b 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, overseeing service performance, maintaining strong client relationships, and ensuring all contractual service commitments and SLAs are met. /ppThis position requires a proactive and autonomous professional who can effectively manage service operations, coordinate cross-functional teams, and drive continuous service improvement. /ph3Key Responsibilities /h3ulliOwn and oversee the end-to-end delivery of services within Release Management, Development Testing, and Level 2 Service Desk operations. /liliEnsure services are delivered in accordance with agreed SLAs, KPIs, contractual commitments, operational procedures, and customer expectations. /liliAct as the primary operational point of contact for customers and build strong, trusted relationships. /liliMonitor, analyze, and report on service performance, preparing dashboards, service reports, and management presentations. /liliLead service review meetings, governance forums, and operational discussions with customers and internal stakeholders. /liliIdentify, assess, and proactively manage operational risks, service issues, customer escalations, and major incidents. /liliCoordinate cross-functional teams, suppliers, and service providers to ensure consistent service quality and operational excellence. /liliEnsure effective execution of Incident, Problem, Change, Release, and Service Request Management processes in line with ITIL best practices. /liliSupport major incident management, including communication, escalation handling, and post-incident reviews. /liliSupport service transition activities and ensure operational readiness for new or changed services. /liliMonitor supplier performance and maintain effective operational relationships with internal and external partners. /liliDrive Continuous Service Improvement (CSI) initiatives to enhance service performance, efficiency, and customer satisfaction. /liliEstablish and maintain operational documentation, knowledge bases, and support structures. /li /ulh3Required Qualifications Experience /h3ulliProven experience as a Service Delivery Manager, IT Service Manager, or in a similar customer-facing IT operations role. /liliExtensive experience managing IT services, service governance, SLAs, KPIs, and contractual commitments. /liliProven ability to manage operational service delivery and coordinate cross-functional technical teams. /liliExperience in Incident, Problem, Change, Release, and Major Incident Management within complex IT environments. /liliStrong experience with service reporting, performance management, and data-driven decision-making. /liliExperience identifying, mitigating, and managing operational risks and escalations. /liliExperience driving service improvement initiatives and operational excellence. /liliAbility to work independently, take ownership, and drive actions through completion. /liliExcellent communication, stakeholder management, and organizational skills. /liliStrong customer and service orientation with the ability to manage expectations effectively. /liliGood understanding of infrastructure, cloud, workplace, and managed services environments. /liliExperience working in multi-vendor and multi-supplier environments is an advantage. /liliITIL Foundation certification or equivalent service management experience is preferred. /liliFamiliarity with ITIL 4 practices and modern service management principles is desirable. /lilibVery good German and good English language skills, both written and spoken. /b /li /ulh3Technical Skills /h3ulliStrong practical knowledge of ITIL principles and IT Service Management processes. /liliGood understanding of Incident, Problem, Change, Release, Service Request, and Service Level Management. /liliExperience with SLA monitoring, service governance, and management reporting. /liliExperience with ITSM platforms such as ServiceNow, Remedy, or similar tools. /liliAbility to analyze service performance metrics and drive improvement actions. /liliUnderstanding of service transition, change implementation, and operational readiness. /liliKnowledge of continuous service improvement methodologies and best practices. /li /ulh3Soft Skills /h3ulliExcellent communication and stakeholder management skills. /liliStrong customer focus and relationship-building abilities. /liliExcellent planning, organizational, and reporting skills. /liliAbility to manage multiple priorities and perform effectively under pressure. /liliStrong problem-solving and decision-making capabilities. /liliAbility to influence stakeholders and drive outcomes without direct authority. /liliProactive, resilient, adaptable, and results-oriented mindset. /lilStrong collaboration and teamwork skills. /l /ulh3What We Offer /h3ulliOpportunity to work in a dynamic and customer-focused environment. /liliExposure complex service operations and strategic customer relationships. /liliCollaboration with experienced professionals across international teams. /liliHigh level of autonomy, visibility, and influence on customer success. /liliProfessional development through training, certifications, and career growth opportunities. /liliParticipation in service innovation and continuous improvement initiatives. /liliFlexible and hybrid working arrangements. /liliInclusive and collaborative company culture. /li /ulh3Your Impact /h3pYou will play a key role in ensuring service excellence, strengthening customer relationships, driving operational improvements, and contributing directly to customer satisfaction and business success. /ppbLocation: /b Flexible / Hybrid /ppbExperience Level: /b Professional / Senior (GCM 5-6) /p /p #J-18808-Ljbffr