Service Delivery Manager

Location: Stuttgart, Germany

Work Mode: Onsite

Employment Type: Full Time

Language Requirements: German and English Very Good

Job Description

We are looking for an experienced Service Delivery Manager to oversee IT service delivery, manage service operations, ensure SLA compliance, and maintain strong relationships with customers and stakeholders.The ideal candidate should have strong experience in IT Service Management, Incident Management, Program Management, and continuous service improvement.Key ResponsibilitiesAct as the primary point of contact for customers regarding service delivery.Manage and monitor IT service delivery in accordance with agreed SLAs.Coordinate Major Incident Management and support the restoration of critical services.Manage ITIL processes, including Incident, Problem, Change, Release, Availability, Capacity, Asset, and Configuration Management.Coordinate with technical teams, service providers, and internal stakeholders.Prepare and present service reports, KPIs, and performance analysis.Manage escalations and ensure timely resolution of critical issues.Monitor service quality and implement continuous improvement initiatives.Oversee service delivery programs, deliverables, and operational targets.Lead, mentor, and develop Service Delivery teams.Manage customer relationships and stakeholder communication.Support financial management, budgeting, and P and L responsibilities.Required Skills and QualificationsProven experience in Service Delivery Management.Strong knowledge of IT Service Management and ITIL processes.Experience in Major Incident Management and Escalation Management.Experience in Program and Process Management.Knowledge of Lean IT and Continuous Improvement.Strong customer relationship and stakeholder management skills.Experience working with senior stakeholders and customers.Excellent leadership and team management abilities.Experience in financial management and P and L responsibility is preferred.Strong analytical, problem solving, and communication skills.ITIL, Six Sigma, or PMP certification is an advantage.Language RequirementsGerman: Very GoodEnglish: Very GoodAdditional RequirementsMust be authorized to work in Germany.Willingness to work onsite in Stuttgart.Availability to support critical priority incidents when required.Key CompetenciesLeadership and Team ManagementIT Service DeliveryMajor Incident ManagementSLA and KPI ManagementITIL FrameworkProgram ManagementCustomer Relationship ManagementContinuous Service ImprovementStakeholder Management