Service Delivery Manager (m/f/d)

As Service Delivery Manager (m/f/d) for the DACH market, you will be responsible for all delivery-related topics across the region. You will lead delivery teams, ensure high-quality execution for our clients, and take ownership of delivery performance, customer satisfaction and commercial outcomes. You will combine people leadership, client engagement, and operational accountability in a complex, global, and matrixed environment.

Main Responsibilities

Client & Market Responsibility

• Be the primary delivery owner for DACH clients, representing Experian during delivery and in-life service
• Manage delivery prioritization and decision-making across the DACH market
• Lead escalations and senior client communications, ensuring resolution and transparency

Delivery Ownership

• Be accountable for end-to-end delivery performance across all in-market projects
• Ensure delivery readiness, governance, risk management, and KPI achievement
• Oversee go-live, hypercare, and post-production support

Commercial & Strategic Focus

• Oversee delivery-related commercial outcomes, including margin protection and cost awareness
• Plan and manage regional capacity and resource allocation
• Guide market-level improvements and contribute to global delivery standards

Team Leadership

• Directly manage the delivery team across the DACH market with accountability for performance and outcomes
• Take ownership of people leadership topics including performance management, training and compliance
• Create clarity on priorities, roles, and expectations and foster a culture of accountability and continuous improvement