Service Delivery Manager

Virtusa; Bonn; Hybrid; EUR 110,000 - 160,000; Full time

Job summary

Virtusa Corporation is seeking a Service Delivery Manager (SDM) for the Hospital Information Systems (HIS) domain. Location is Bonn, Germany, with up to 20% hybrid work.

This is a one-year fixed-term contract focusing on service delivery excellence, client governance, and continuous improvement. The SDM will oversee service operations, SLA/KPI adherence, and cross-functional team leadership, while coordinating with clients and vendors.

Qualifications

• Bachelor’s degree in a related field (or equivalent practical experience).
• 12–15+ years in IT service management or related areas.
• 3+ years in leadership or client-facing roles.
• Experience with ITIL service management frameworks.

Responsibilities

• Oversee day-to-day service operations to ensure SLAs and KPIs are met.
• Manage incident, problem, and change processes per ITIL guidelines.
• Lead governance reviews with senior leadership and clients.
• Mentor cross-functional teams and optimize resource usage.
• Review vendor contracts and track third-party performance.

Skills

ITIL service management

Leadership

Client-facing

HIS domain knowledge

Analytics & metrics

Executive communication

Vendor management

Cloud infrastructure

Operational governance

Education

Bachelor’s degree in Computer Science/IT/Business Administration or related

Tools

ServiceNow

Jira Service Management

Zendesk

BMC Helix

Job description

Job Title: Service Delivery Manager (SDM) HIS domain

Location: Bonn, Germany (we are find with candidate based any where in Germany)

20% Hybrid is fine

Job Type: 1 year Fixed term contract

Job Overview

The Service Delivery Manager (SDM) oversees the delivery of high-quality IT and business services to clients and internal stakeholders. This role acts as a primary liaison between technical delivery teams, business operations, and customer leadership. The SDM ensures that services are delivered within agreed Service Level Agreements (SLAs), budgets, and quality standards, while driving continuous improvement and customer satisfaction.

Key Responsibilities

Service Operations & SLA Management

• Oversee day-to-day service operations to ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor incident, problem, and change management processes in alignment with ITIL frameworks.
• Act as an escalation point for critical operational disruptions, major incidents, and service outages, leading resolution efforts and post-incident reviews (Root Cause Analysis).
• Conduct regular service performance reviews and present operational reports, metrics, and trends to senior leadership and clients.

Client & Stakeholder Management

• Build and maintain relationships with client stakeholders, business leaders, and third-party vendors.
• Manage client expectations, address service concerns, and lead recurring governance and operational review meetings (e.g., weekly, monthly, and quarterly business reviews).
• Collaborate with account management and sales teams to identify opportunities for service expansion or process enhancements.
• Identify bottlenecks, recurring failure patterns, and areas of technical or operational inefficiency.
• Formulate and implement Continuous Service Improvement Plans (CSIP) using data-driven insights.
• Standardize service procedures, operational runbooks, and workflow documentation.
• Lead, mentor, and guide cross-functional technical teams, service desk personnel, and support engineers.
• Plan resource allocation, staffing levels, and workload distribution to meet operational demands.
• Facilitate team training and capability development to meet evolving service and technology requirements.
• Monitor service delivery budgets, operational expenditures, and resource utilization.
• Ensure all delivery activities comply with contract scopes, statements of work (SOWs), and regulatory requirements.
• Review vendor contracts and track third-party service provider performance against contractual obligations.

Required Qualifications & Skills

Education & Experience

• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related discipline (or equivalent practical experience).
• Experience: Typically 12-15+ years of experience in IT service management, technical account management, or service operations, including 3+ years in a leadership or client-facing capacity.
• Methodologies: Proven experience working with ITIL service management frameworks.

Certifications (Preferred/Advantageous)

• ITIL 4 Managing Professional (MP)
• Project Management Professional (PMP) or PRINCE2 Practitioner
• Certified ScrumMaster (CSM) or Agile certification

Core Competencies

• Technical Acumen: Broad understanding of cloud infrastructure, enterprise software, network architecture, and IT service desk environments.
• Domain Skills : Hospital Information Systems (HIS) product Domain expertise. Expertise with iMED product domain will be a plus
• Analytical Skills: Proficiency in analyzing operational telemetry, reporting on MTTR/MTBF, SLA attainment, and customer satisfaction metrics (CSAT/NPS).
• Incident & Crisis Management: Demonstrated ability to remain composed and coordinate cross-functional teams during critical service outages.
• Communication & Negotiation: Strong verbal and written communication skills suitable for executive-level presentations, client negotiations, and conflict resolution.
• Tooling Proficiency: Hands-on experience with enterprise ITSM and ticketing platforms (such as ServiceNow, Jira Service Management, Zendesk, or BMC Helix).