SERVICE DELIVERY MANAGER

• Own and oversee the end-to-end delivery of services within Release Management, Development Testing, and Level 2 Service Desk operations.
• Ensure services are delivered in accordance with agreed SLAs, KPIs, contractual commitments, operational procedures, and customer expectations.
• Act as the primary operational point of contact for customers and build strong, trusted relationships.
• Monitor, analyze, and report on service performance, preparing dashboards, service reports, and management presentations.
• Lead service review meetings, governance forums, and operational discussions with customers and internal stakeholders.
• Identify, assess, and proactively manage operational risks, service issues, customer escalations, and major incidents.
• Coordinate cross-functional teams, suppliers, and service providers to ensure consistent service quality and operational excellence.
• Ensure effective execution of Incident, Problem, Change, Release, and Service Request Management processes in line with ITIL best practices.
• Support major incident management, including communication, escalation handling, and post-incident reviews.
• Support service transition activities and ensure operational readiness for new or changed services.
• Monitor supplier performance and maintain effective operational relationships with internal and external partners.
• Drive Continuous Service Improvement (CSI) initiatives to enhance service performance, efficiency, and customer satisfaction.
• Establish and maintain operational documentation, knowledge bases, and support structures.

• Proven experience as a Service Delivery Manager, IT Service Manager, or in a similar customer-facing IT operations role.
• Extensive experience managing IT services, service governance, SLAs, KPIs, and contractual commitments.
• Proven ability to manage operational service delivery and coordinate cross-functional technical teams.
• Experience in Incident, Problem, Change, Release, and Major Incident Management within complex IT environments.
• Strong experience with service reporting, performance management, and data-driven decision-making.
• Experience identifying, mitigating, and managing operational risks and escalations.
• Experience driving service improvement initiatives and operational excellence.
• Ability to work independently, take ownership, and drive actions through completion.
• Excellent communication, stakeholder management, and organizational skills.
• Strong customer and service orientation with the ability to manage expectations effectively.
• Good understanding of infrastructure, cloud, workplace, and managed services environments.
• Experience working in multi-vendor and multi-supplier environments is an advantage.
• ITIL Foundation certification or equivalent service management experience is preferred.
• Familiarity with ITIL 4 practices and modern service management principles is desirable.
• Very good German and good English language skills, both written and spoken.

• Strong practical knowledge of ITIL principles and IT Service Management processes.
• Good understanding of Incident, Problem, Change, Release, Service Request, and Service Level Management.
• Experience with SLA monitoring, service governance, and management reporting.
• Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Ability to analyze service performance metrics and drive improvement actions.
• Understanding of service transition, change implementation, and operational readiness.
• Knowledge of continuous service improvement methodologies and best practices.

• Excellent communication and stakeholder management skills.
• Strong customer focus and relationship-building abilities.
• Excellent planning, organizational, and reporting skills.
• Ability to manage multiple priorities and perform effectively under pressure.
• Strong problem-solving and decision-making capabilities.
• Ability to influence stakeholders and drive outcomes without direct authority.
• Proactive, resilient, adaptable, and results-oriented mindset.
• Strong collaboration and teamwork skills.

• Opportunity to work in a dynamic and customer-focused environment.
• Exposure complex service operations and strategic customer relationships.
• Collaboration with experienced professionals across international teams.
• High level of autonomy, visibility, and influence on customer success.
• Professional development through training, certifications, and career growth opportunities.
• Participation in service innovation and continuous improvement initiatives.
• Flexible and hybrid working arrangements.
• Inclusive and collaborative company culture.

#Eviden