Senior Service Delivery Manager (m/w/d)
Core
Managing service delivery contracts and SLAs, overseeing technical services operations, and coordinating major incidents and changes.
Role type
Senior Service Delivery Manager
Builds
Service catalogues, service designs, and operational processes for technical services
Domain
IT Service Management / Technology Operations
Deliverable
dashboards & analysis
Required skills
Service Level Management, Incident Management, Change Management, Stakeholder Management, Process Optimization, Contract Management, KPI Development, Vendor Management
Preferred skills
ITIL Expert certification, PowerBI, MS Excel, MS SharePoint, Confluence
Technologies
ITSM tools, PowerBI, MS Excel, MS SharePoint, Confluence
Responsibilities
Steer fulfillment of service contracts and SLAs; Coordinate major incidents and complex changes; Manage service catalogue, design, and SLA processes; Support sales with customer requirements and proposals; Develop and implement KPIs for service quality; Create SLA/KPI reports for management; Contribute to strategic service operations development.
Seniority
Senior, hands-on IC
