IT Service Delivery Manager - Workplace, Data Center and Cloud Services

Intersnack; Düsseldorf; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading snack company in Düsseldorf is seeking an IT Service Delivery Manager to oversee IT vendor management for Workplace, Data Center, and Cloud Services. The role involves ensuring reliable service delivery, monitoring SLAs, and fostering collaboration across teams. Candidates should have extensive service management experience and strong communication skills. Knowledge of ITIL and cloud technologies is essential. Occasional travel may be required. This position offers opportunities for personal and professional development.

Qualifikationen

• Demonstrated expertise in service management and infrastructure environments.
• Experience in vendor governance and SLA tracking.
• Strong understanding of ITIL-based service management.

Aufgaben

• Act as primary contact between IT vendors and stakeholders.
• Lead vendor performance reviews and monitor SLA fulfilment.
• Ensure service continuity and disaster recovery plans.

Kenntnisse

Extensive IT background

Service management

Vendor management

Analytical mindset

Excellent communication skills

Ausbildung

Relevant certifications (e.g., ITIL, PRINCE2)

Tools

Microsoft 365

Cloud technologies

Jobbeschreibung

We want you to grow with us

We are expanding our IT Infrastructure Services team and are looking for an IT Service Delivery Manager – Workplace, Data Center and Cloud Services . In this role, you will report directly to the Team Lead IT Infrastructure Services and take responsibility for managing multiple IT vendors that deliver services across the Workplace and Data Centre & Cloud Services Towers. You will ensure the reliable operation of these technologies, contribute to group-wide IT service management practices, and actively help shape our digital journey. At Intersnack, we value continuous learning and foster a collaborative workplace that supports both your personal and professional development.

What we can offer

As our IT Service Delivery Manager, you will oversee multi‑vendor service performance by ensuring effective vendor management, performance monitoring and service delivery improvements. You will collaborate with internal teams across various Intersnack locations and work closely with external contractors and third‑party service providers, maintaining consistent, high‑quality service delivery. A key part of your role will be monitoring infrastructure‑related SLAs (e.g., capacity, availability, and performance) to ensure a stable and reliable IT environment. In addition, you will play an important role in capacity planning and driving continuous service improvement to assure scalability and meet our evolving business needs.

How you will spend your time as our next IT Service Delivery Manager – Workplace, Data Center and Cloud Services

• Act as the primary contact between IT vendors and internal stakeholders, ensuring effective communication and collaboration.
• Lead structured vendor performance reviews, addressing issues promptly and escalating unresolved matters when required.
• Monitor SLA fulfilment and document service performance through accurate, well‑maintained Service Review Reports.
• Facilitate regular service review meetings with vendors, project teams and internal stakeholders such as local IT teams and OpCos, offering guidance and fostering partnership as a trusted advisor.
• Ensure that service providers apply technology standards and roadmaps in line with IT governance frameworks and industry best practices.
• Oversee business continuity by maintaining IT service continuity, disaster recovery plans, and the overall business continuity plan.

What we expect of you

• Extensive IT background with demonstrated expertise in service management, infrastructure environments, and end‑to‑end service delivery.
• Demonstrated experience in vendor governance, covering vendor management, contract oversight, SLA tracking and cost monitoring.
• Strong understanding of ITIL‑based service management with experience supporting global IT operations.
• Familiarity with data centre operations, cloud & virtualisation technologies, End User Computing, Microsoft 365 enterprise tenant & service management, backup & recovery systems, and security frameworks / standards.
• Proven experience in service capacity planning, disaster recovery, and business continuity planning to ensure the resilience and stability of IT services.
• Analytical mindset with a track record of driving service improvement initiatives.
• Excellent communication and stakeholder management skills with a service‑oriented approach.
• Relevant certifications such as ITIL Foundation (or higher), PRINCE2 / PMP, or Azure / AWS Cloud are considered an asset.
• Ability to work effectively in a complex, collaborative matrix environment with virtual teams in a multi‑cultural and geographically diverse setting, combined with strong problem‑solving and troubleshooting skills and mature judgment in challenging situations.
• A strong command of spoken and written English is a must, and knowledge of German is a plus.

Travel

Depending on project needs, occasional travel of up to 30% may be required to other key Intersnack locations.

Work permit

Valid work and residence permit is required for non‑EU applicants for this position.