Manage the fulfillment of service-related contracts and agreements with customers (e.g., Service Level Agreements) and assume operational responsibility for technical services
Coordinate major incidents and take responsibility for incident resolution, and support operational implementation owners in handling complex changes, major incidents and problems
Assume responsibility for Service Catalogue Management, Service Design, Service Level Management and the associated processes in the ITSM tool
Actively participate in handling customer requests, preparing proposals, customer contracts and service agreements (SLAs), and advise the sales team
Develop metrics to govern service quality (KPIs) and implement them, and conduct regular quality reviews to improve service quality, including initiating measures to enhance quality
Create SLA/KPI reports, manage data to improve service delivery, and prepare and present information for management
Actively contribute to the further development of strategic topics within Service Operations and identify trends for continuous improvement of customer satisfaction

University degree in Business Informatics, Computer Science, Natural Sciences, Industrial Engineering, Business Administration or a comparable qualification
Relevant professional experience in Service Level Management for technically demanding products, coordinating a complex service operation, and managing partners and suppliers
Practical knowledge of project, risk and stakeholder management tools, project controlling and reporting, and experience in process management and process optimization
ITIL certification (preferably ITIL Expert) or an equivalent certification
Experience with analysis and visualization tools such as Power BI, MS Excel, etc., and with common knowledge-management tools such as MS SharePoint, Confluence, etc.
Very good German and good English skills, both written and spoken
Confident presence, diplomatic skills across different hierarchy levels, team spirit, organizational ability, and an independent, customer-oriented working style

Great team spirit in a competent and future-proof working environment with unique projects
Balanced work–life integration thanks to flexible working models and hours, and 30 days of vacation per year
Top equipment, modern tech stack and innovative collaboration tools
Individual training opportunities and specialist and leadership development programs
Attractive, centrally located office
Sports partnerships, preventive health courses and running events
Occupational pension plan and supportive measures for childcare and caring for relatives

Senior Service Delivery Manager

Key skills