IT Service Delivery Manager

Position overview:• Ensure the stability, reliability, and quality of ongoing service operations• Drive performance in accordance with contractual obligations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs)• Plan, manage and control the delivery of IT desktop services to ensure client needs are met• Lead and manage escalations, ensuring timely resolution and effective communication with clients and internal teams• Identify, assess, and mitigate risks to maintain uninterrupted service delivery.• Promote continuous improvement, efficiency, and innovation across delivery processes and operations• Conduct regular governance and performance reviews, presenting operational insights, risk assessments, and improvement plans• Collaborate closely with technical, delivery, and support teams to resolve issues, plan changes, and enhance overall service performance• Monitor and report on service metrics, analyse trends, and recommend proactive improvements• Oversee budgeting, resource planning, and contract management to ensure operational and financial efficiency• Engage strategically with clients to align service delivery with business goals, explore enhancement opportunities, and support account growth initiativesRequirements:• Bachelor’s degree in relevant field• 3 - 5+ years in IT service delivery & operations, preferably in managed services or outsourcing• Strong ITIL & service management knowledge• Excellent client management and communication skills• Proven leadership with cross-functional, multi-location teams• Advanced verbal and written communication skills in both German and English• Travel including overnight domestic or international trips may be required