Service Delivery & Workforce Manager (w/m/d)
Core
Operate regional Managed Services, lead a service team, and ensure high service quality and customer satisfaction.
Role type
Senior Service Delivery & Workforce Manager
Builds
Stable service operations and a scalable regional service organization
Domain
IT Service Management / Managed Services
Required skills
IT Service Management, SLA management, Escalation management, Team leadership, Capacity planning, Workforce management, ITIL processes, Customer relationship management, Business development, Process optimization
Preferred skills
Multi-customer environment experience, Outsourcing project experience, ITIL certification
Technologies
ITIL, Managed Services platforms
Responsibilities
Ensure operational delivery of Managed Services and agreed Service Levels, Lead and develop a regional service team, Manage customer relationships and support business development, Optimize service processes and quality standards, Handle onboarding and transition management for new services, Analyze KPIs and SLA metrics to drive improvements