Service Delivery and Operations Manager (m/w/d) in Leipzig
Core
Manage IT service delivery and operations for clients, ensuring SLA compliance and overseeing IT infrastructure and service stability.
Role type
Senior Service Delivery and Operations Manager
Builds
Managed IT services and operational stability for client organizations
Domain
IT Service Management (ITSM) / Managed Services
Required skills
ITIL framework expertise, contract management (EVB-IT, outsourcing), SLA monitoring, incident and problem management, change management, process optimization, stakeholder communication, root cause analysis
Preferred skills
ISO/IEC 20000 knowledge, public procurement law, business acumen, IT security basics, trend analysis
Technologies
ITIL, ISO/IEC 20000, EVB-IT
Responsibilities
Monitor and enforce Service Level Agreements (SLAs) and KPIs; coordinate internal and external teams for smooth operations; manage incidents, problems, and changes per ITIL standards; communicate directly with clients regarding operational issues and escalations; optimize service processes and quality assurance; evaluate technology trends for service improvement
Seniority
Senior, hands-on IC