Service Delivery Manager (m/f/d)

We are seeking a highly skilled German speaker Service Delivery Manager  to join our dynamic team. Are you ready to take charge and drive a successful execution of the agreed deliverables with some of the world’s leading brands?

Your responsibilities:

Manage as a diplomat, driving continuous improvement:

• Customer relationship management – Delivery of services, acting as the primary point of contact for our clients and collaborating across all departments to meet their needs. Also ensuring needs and expectations are met and developing and maintaining a strong and much trusted relationship.
• Customer satisfaction – Lead communication between the client and the rest of the team. Manage priorities, deadlines and deliveries. Set expectations, negotiate solutions and ensure everyone stays aligned. 
• Communication wizard – Whether it’s a short email or a strategic negotiation, you get your point across clearly and effectively. You read body language, adapt your style and ensure alignment at all levels. 

Escalation? You got it covered:

• Escalation management - manage reporting, KPIs, and analyze tickets to prevent escalations.

Proactively identify and tackle risks:

• SLA compliance -  monitor service levels to ensure adherence to SLAs and escalate potential breaches proactively. Collaborate with technical teams to resolve service tickets efficiently and ensure solutions align with best practices.
• Service performance reviews – identify areas for service improvement and optimise service delivery processes. Implement initiatives to enhance service quality, efficiency and customer satisfaction.

Own budget and profitability:

• Budget monitoring and utilization
• Supporting in Change requests - handle change requests, ensuring they are documented, evaluated, and communicated effectively to clients. Work with internal teams to assess the impact, solution, and cost of requested changes.

Your profile:

• Bachelor’s degree in Business, Project Management, or related field.
• Fluent in German and English.
• Understanding stakeholder needs and concerns.
• Quick problem identification and solution provision.
• Familiarity with Customer Relationship Management CRM software and ticketing tools.
• Strong time management and multitasking abilities.
• Interpreting customer data for process optimization.
• Effective collaboration with other Service Managers and internal teams.