Service Delivery Manager (m/w/d)
Core
Responsible for steering and continuous development of Service and Application Management services in the SAP and IT environment, acting as the central interface between customers, internal consulting/AMS groups, and management.
Role type
Service Delivery Manager
Builds
Stable, transparent, and customer-oriented service operations for B2B clients in IT and SAP environments
Domain
IT Service Management / SAP / Application Management
Required skills
Service Delivery Management, Application Management, IT-Service-Management, B2B customer account management, IT-Service-Process knowledge, Ticket/Incident/Change/Problem Management, SAP knowledge, Service-Level Agreements, KPIs, Service Reporting, Customer Communication, Process Optimization, Escalation Management, MS Office, ITSM systems
Preferred skills
OpenText environment knowledge, English language skills
Responsibilities
Operate and develop Service-Delivery and Application-Management services, Serve as the central contact person for customers in ongoing service operations, Ensure agreed service quality, response times, and Service-Level Agreements, Coordinate internal teams from Consulting, Development, and AMS, Steer and prioritize Tickets, Changes, Incidents, and Service Requests, Prepare and conduct regular Service-Review meetings with customers, Create and analyze Service-Reports, KPIs, and action plans, Identify optimization potential in processes, workflows, and customer services, Support escalations and actively steer critical service situations, Contribute to the development of Service processes, standards, and Governance structures, Support the expansion of long-term customer relationships and identification of additional customer needs