(Senior) Service Delivery Manager (m/w/d)
Core
Manage service delivery contracts and SLAs, coordinate major incidents, and oversee service catalog and design processes for secure digitalization solutions.
Role type
Senior Service Delivery Manager
Builds
Secure digitalization solutions for government and enterprise clients
Domain
Cybersecurity / Identity Protection / IT Service Management
Required skills
Service Level Management, Incident Management, Change Management, Stakeholder Management, Process Optimization, Contract Negotiation, KPI Definition, 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 catalog, design, and level management; Support sales with customer requirements and SLA creation; Develop and implement KPIs for service quality; Create management reports on performance data.
Seniority
Senior, hands-on IC
