Service Delivery Manager (w/m/d)
Core
Operate regional Managed Services, ensure service levels, and lead a service team to deliver high-quality IT operations for clients.
Role type
Senior Service Delivery Manager (Regional)
Builds
Managed Services operations and regional service teams
Domain
IT Services / Managed Services
Required skills
IT Service Management, SLA management, Team leadership, Customer relationship management, Workforce planning, Process optimization, Transition management, KPI analysis
Preferred skills
ITIL certification, Multi-customer environment experience, Outsourcing project experience
Technologies
ITIL, SLA tools, Workforce management systems
Responsibilities
Ensure operational delivery of Managed Services and meet SLAs, Lead and develop a regional service team including scheduling and performance management, Manage key client relationships and support business development, Optimize service processes and quality standards, Oversee onboarding and transition of new services and workforces, Analyze performance data and drive continuous improvement
Seniority
Senior, hands-on IC with leadership