Senior Service Delivery Manager

Hamilton Barnes ?; Hamburg; Hybrid; EUR 100,000 - 140,000; Full time

Job summary

Hamilton Barnes is seeking a Senior Service Delivery Manager to own a major managed network and security contract for a high-profile manufacturing client. The German operation is led from Hamburg and Bremen, with a lean on-site and hybrid delivery model across four European countries.

You will be the main client contact in Germany, ensuring the service meets commitments, improves continuously, and SLAs are met.

Qualifications

• Senior leadership experience in a managed services environment.
• Background in network and/or security services, with enough technical understanding to grasp engineering priorities.

Responsibilities

• Own the client relationship and account management for the German side of the contract
• Take full responsibility for SLA and KPI performance, reporting and service improvement
• Lead, develop and motivate a team of engineers across Hamburg and Bremen
• Manage two subcontractor partners covering out-of-hours support and technical interventions
• Oversee activity tracking and budget follow-up, with light P&L responsibility
• Work closely with international delivery leadership across the wider European contract

Skills

Service Delivery Manager

Account Manager

Operations Manager

Managed services

Team leadership

SLA/KPI management

German and English

Stakeholder management

Tools

ServiceNow

Jira

Qlik

Job description

A leading international technical services provider is looking for a Service Delivery Manager to take ownership of a major managed network and security contract for a high-profile manufacturing client. The contract runs across four European countries, and this role leads the German operation, with engineering teams based in Hamburg and Bremen.

This is a senior management role with a split between service delivery and team leadership. You will be the main point of contact for the client in Germany and responsible for making sure the service runs smoothly, meets its commitments and keeps improving.

Why Apply?

• Senior, visible role leading a strategic contract with real ownership
• Hybrid working with a balance of on-site client presence and flexibility
• Part of a large international organisation with a wider European delivery team

Responsibilities:

• Own the client relationship and account management for the German side of the contract
• Take full responsibility for SLA and KPI performance, reporting and service improvement
• Lead, develop and motivate a team of 8 engineers across Hamburg and Bremen
• Manage two subcontractor partners covering out-of-hours support and technical interventions
• Oversee activity tracking and budget follow-up, with light P&L responsibility
• Work closely with international delivery leadership across the wider European contract

Skills/Must have:

• Proven experience as a Service Delivery Manager, Account Manager or Operations Manager in a managed services environment
• Background in network and/or security services, with enough technical understanding to grasp engineering priorities (this is not a hands-on technical or architect role)
• Experience leading and developing engineering teams, ideally across more than one site
• Experience managing subcontractors or third-party suppliers
• Confident managing SLAs, KPIs and client escalations
• Fluent German and English, spoken and written
• Familiarity with ServiceNow, Jira or Qlik is a plus but not essential