Service Delivery Manager (m/f/d)

Sofico; München; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid work options

Employee discounts

Company pension scheme

Learning & development programs

Team events

Job summary

Sofico Munich is seeking a Service Delivery Manager to ensure smooth post-implementation operations and high customer satisfaction. You will bridge customers and internal teams, organize and optimize service delivery processes, and foster strong relationships across projects.

The role requires strong organizational and communication skills, experience with ERP support, and willingness to travel. A hybrid work model and ongoing development opportunities are offered as part of Sofico's

Qualifications

• Fluency in English and German.
• Experience with medium to large ERP software support.
• Experience in Release and Change management.
• Willingness to travel as needed.

Responsibilities

• Post Go-Live Support & Operational Cooperation: set up and manage service support models post-Go-Live; define and track KPIs; lead regular operational reviews with customers.
• Coordination and Monitoring: manage critical issues and escalations; support team communication; monitor service quality and efficiency.
• Reporting and Invoicing: generate SLA reports; review time entries; support PO processes for professional services.

Skills

Organizational skills

Relationship management

Communication skills

Bilingual English/German

Tools

Excel

Jira

MS Projects

Job description

Why SOFICO?

At SOFICO, we’re shaping the future of mobility - and we’re doing it together. Our software, Miles, is a leading platform that enables companies worldwide to manage their leasing, fleet, and mobility operations in one integrated system. Every day, we help our customers work smarter, more efficiently, and stay ahead in a rapidly evolving industry.

Behind that impact is a close-knit, international team that values collaboration, ownership, and continuous growth. We move forward with ambition but stay grounded in a culture where people support each other and take pride in what they build.

To strengthen our team in Munich, we are looking for a Service Delivery Manager . In this role, you’ll ensure smooth operations and customer satisfaction post-implementation. Acting as the bridge between our customers and internal teams, you will organize, monitor, and optimize service delivery processes while fostering strong relationships.

What you'll do...

Post Go-Live Support & Operational Cooperation:

• Setting up and managing service support and cooperation models post-Go-Live.
• Ensuring operational tools (e.g., SD, SP) are established and functional for smooth collaboration.
• Defining and tracking KPIs/metrics (e.g., SLA, WIP) aligned with contractual agreements and operational needs.
• Leading regular operational meetings with customers to review performance, quality, and SLA compliance.

Coordination and Monitoring:

• Managing critical issues, change requests, or larger customer initiatives, ensuring proper escalation to Project Managers when needed.
• Supporting the team in resolving issues and maintaining effective communication with the customer.
• Monitoring the efficiency, effectiveness, and quality of services delivered to customers.
• Addressing operational challenges (e.g., reliability, capacity) with the team and ensuring actions are taken.

Reporting and Invoicing:

• Generating SLA and other customer-specific reports for internal and external use.
• Reviewing time entries and preparing outgoing invoices for professional services delivered.
• Monitoring customer contract counts and supporting Account Managers with purchase order processes.

What you bring...

• You are a born organizer using the tools at your disposal (Excel, Jira, MS Projects, etc.) and can keep track of a lot of different topics at the same time.
• A strong accuracy skill is needed to perform the administrative tasks for which you will be responsible.
• You have strong interpersonal skills with an emphasis on relationship management and influencing skills. Managing difficult situations is not a problem for you.
• Because of your excellent communication skills, you can effectively and concisely communicate both internally and externally with both operational colleagues and project stakeholders.

What else is expected:

• You thrive in a dynamic environment where organization, coordination and customer focus are essential.
• Exceptional interpersonal skills with a focus on relationship management and conflict resolution.
• Experienced with medium to large-scale ERP software support.
• Experience with Release & Change management.
• Preferably a technical background.
• Familiarity with project management methodologies (Agile, Scrum, etc.).
• Fluency in English and German.
• Willingness to travel as needed.

What's in it for you...

At Sofico, you’ll join an international, multicultural company with over 30 years of success. We double in size every five years, staying true to our open and collaborative culture even as we grow.

We believe you should be in control of your own career. That’s why we put your personal development first. With an extensive onboarding program, you’ll spend six months learning our products and getting to know the organization with the support of a dedicated job coach. Your learning doesn’t stop there; we’ll continue to offer opportunities for growth and development throughout your career.

You’ll work in a modern, accessible office with flexible and hybrid work options that allow you to balance work and life. In addition, we offer:

• Flexible working hours and the option to work from home.
• Employee discounts, eGym Wellpass, Bike Leasing and a subsidized Jobticket for public transportation.
• Company pension scheme with optional additional occupational disability insurance.
• Growth potential through personalized learning and development plans.
• A vibrant team culture with regular team events and a company weekend.