Service Delivery Manager (f / m / d) IT Support

NTT; Hamburg; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A global innovator in technology services is seeking a Service Delivery Manager for IT Support on client site in Hamburg. The role requires ensuring service stability and reliability, managing escalations, and coordinating IT desktop services. The candidate should possess strong IT service delivery experience, ITIL knowledge, and solid client management skills, along with excellent communication in German and English. This position emphasizes a collaborative environment and may involve occasional travel to other sites.

Leistungen

Competitive salary

Comprehensive benefits package

Focus on health and wellbeing

Qualifikationen

• Several years of experience in IT Service delivery & operations.
• Diverse IT background including Desktop Support & Infrastructure.
• Proven leadership with cross‑functional, multi‑location teams.

Aufgaben

• Ensure stability and reliability of service operations.
• Drive performance in accordance with SLAs and KPIs.
• Lead and manage escalations and timely resolutions.
• Plan and manage delivery of IT desktop services.

Kenntnisse

IT Service delivery

ITIL knowledge

Client management

Leadership

Communication in German and English

Jobbeschreibung

JOB DESCRIPTION

Req ID : 345382

Competitive salary | Germany : on client site (Hamburg-Hammerbrook) + occasional travel (Lübeck, Manchester / UK)

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA is currently looking for a Service Delivery Manager (f / m / d) IT Support on client site in Hamburg-Hammerbrook (+ occasional travel) for our growing team in Germany.

Position overview

• Ensure the stability, reliability, and quality of ongoing service operations at one of our key clients
• Drive performance in accordance with contractual obligations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs)
• Lead and manage escalations, ensuring timely resolution and effective communication with clients and internal teams
• Plan, manage and control the delivery of IT desktop services to ensure client needs are met
• Identify, assess, and mitigate risks to maintain uninterrupted service delivery.
• Engage and be up to speed in Day-to-Day IT Operations
• Engage and facilitate migration of differing IT environments at various client locations to a unified IT environment
• Promote continuous improvement, efficiency, and innovation across delivery processes and operations
• Conduct regular governance and performance reviews, presenting operational insights, risk assessments, and improvement plans
• Collaborate closely with technical, delivery, and support teams to resolve issues, plan changes, and enhance overall service performance
• Monitor and report on service metrics, analyse trends, and recommend proactive improvements
• Oversee budgeting, resource planning, and contract management to ensure operational and financial efficiency
• Engage strategically with clients to align service delivery with business goals, explore enhancement opportunities, and support account growth initiatives

Requirements

• Several years of experience in IT Service delivery & operations, preferably in managed services or outsourcing
• Ideally with a diverse IT background including Desktop Support & Infrastructure (highly preferred)
• Strong ITIL & Service Management knowledge
• Excellent client management and communication skills
• Proven leadership with cross‑functional, multi‑location teams
• Advanced verbal and written communication skills in both German and English - must have

Work location

Fully on client site (Monday-Friday) in Hamburg-Hammerbrook. Occasional travel to other sites (e.g. Lübeck, Manchester / UK).

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start‑up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at