Senior Service Delivery Manager

Position overview:Ensure the stability, reliability, and quality of ongoing service operationsDrive 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 metLead and manage escalations, ensuring timely resolution and effective communication with clients and internal teamsIdentify, assess, and mitigate risks to maintain uninterrupted service delivery.Promote continuous improvement, efficiency, and innovation across delivery processes and operationsConduct regular governance and performance reviews, presenting operational insights, risk assessments, and improvement plansCollaborate closely with technical, delivery, and support teams to resolve issues, plan changes, and enhance overall service performanceMonitor and report on service metrics, analyse trends, and recommend proactive improvementsOversee budgeting, resource planning, and contract management to ensure operational and financial efficiencyEngage strategically with clients to align service delivery with business goals, explore enhancement opportunities, and support account growth initiativesRequirements:Bachelor’s degree in relevant field3 - 5+ years in IT service delivery & operations, preferably in managed services or outsourcingStrong ITIL & service management knowledgeExcellent client management and communication skillsProven leadership with cross-functional, multi-location teamsAdvanced verbal and written communication skills in both German and EnglishTravel including overnight domestic or international trips may be required