Senior Service Delivery Manager

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Tilo Consulting

In this exciting role, you will support one of the major financial clients in the Leipzig area. To ensure comprehensive support, you will be on-site for up to 80% of your time.

What you will do

• Oversee the successful onboarding of customers into the client's environment. Manage client relationships across multiple assigned accounts from a service delivery perspective.
• Collaborate closely with Account Managers and the Professional Services team to ensure that contracted services are delivered to the customer.
• Focus on ensuring high customer satisfaction by meeting service level agreements (SLAs) and fostering relationships and teams to provide high-quality service consistently.
• Take accountability for the end-to-end delivery of services to clients, ensuring high levels of satisfaction, operational performance, and service quality.
• Develop, implement, and manage service strategies to align with business goals and customer requirements.
• Monitor and analyze service performance metrics to identify areas for improvement, leading initiatives to enhance efficiency, quality, and productivity.
• Identify potential risks in service delivery, implement mitigation strategies, and ensure compliance with internal policies, industry standards, and regulatory requirements.
• Drive continuous improvement and service enhancement initiatives, leveraging technology and industry best practices.

What you need to succeed

• A successfully completed degree in business administration, Information Technology, or a related field.
• More than 7 years of relevant experience in the IT industry, with a strong focus on Service Management.
• Strong, outcome-based client focus and the ability to operate at a senior management level with customers.
• Innovative mindset—think creatively, explore new approaches, and proactively seek opportunities to drive results and maximize value.
• Experience with leading and managing teams (including matrix management) within an offshore environment.
• Certification in ITIL, PMP, or other service management methodologies.
• Strong proficiency in German (C1 level) and English for effective communication.