Service Delivery Manager

• Collaborating with the sales team to secure managed services contracts.
• Overseeing the onboarding process for new customers, including setting up the team, processes, and governance structures.
• Leading and managing the service team, ensuring high performance and efficiency.
• Taking charge of service quality and delivery, ensuring compliance with agreed service levels.
• Maintaining and upholding Service Level Agreements (SLAs), ensuring they consistently meet or exceed expectations.
• Building and maintaining strong relationships with customers, acting as their primary point of contact and escalation partner. Strive to be their most trusted advisor.
• Taking full ownership of your service portfolio, including managing budgets and controlling costs.

• Experience in similar roles (e.g., ITSM Manager, Support Manager, Service Manager, Operations Manager/Partner) for 3+ years.
• Strong understanding and application of ITIL best practices.
• Proven experience in supporting services or projects.
• Familiarity with project management principles.
• Experience in leading teams and managing people within a matrix organizational structure.
• Excellent communication skills, with proven experience in customer-facing roles.
• Level of English – from Upper-Intermediate and above.

• Knowledge of PMBOK.
• Knowledge of German/Spanish/French.

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