Service Delivery Manager (m/w/d)
Core
Primary point of contact for customers and business units, building strategic partnerships and ensuring service quality in Global Infrastructure.
Role type
Service Delivery Manager
Builds
Service delivery operations and customer satisfaction for Global Infrastructure
Domain
IT Infrastructure / Managed Services
Deliverable
client delivery
Required skills
SLA definition and monitoring, KPI creation, Service-Report generation, external vendor management, ITIL practices, Incident/Problem/Change management, Microsoft Excel, Power BI
Preferred skills
PMI or PRINCE2 certification, strong presentation and negotiation skills
Technologies
Microsoft Excel, Power BI
Responsibilities
Manage customer relationships and conduct service reviews, Monitor SLAs and KPIs and initiate optimization measures, Lead incident and escalation management, Oversee service contracts and budgets, Integrate into ITIL processes (Change, Problem, Capacity Management)
Seniority
Experienced, hands-on IC
