Global Service Delivery Manager

Retarus; Secaucus (NJ); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance options

401(k) plan

Vacation and sick leave

Flexible/Mobile working

Parental leave

Employee referral bonus

Public transport subsidy

Team events

Snack provision

Job summary

Retarus is hiring a Service Management professional to act as the primary contact for national and international customers, ensuring end-to-end service quality and high customer satisfaction. You will bridge customers, service management, and technical teams while upholding Retarus standards, SLAs, and regulatory requirements.

Responsibilities include lifecycle management, incident escalation, and regular service reporting.

Qualifications

• Completed commercial or technical training or degree in CS/BI/Engineering or related field
• At least 3 years of professional experience in Service Management
• Strong understanding of IT service management principles and processes
• Experience with ITIL or ISAE 3402
• Experience managing complex customer relationships in regulated environments
• Certifications in IT service management or project management are a plus
• Fluency in English; additional languages are advantageous

Responsibilities

• Act as the primary contact for selected national and international Service Management customers
• Ensure high customer satisfaction and end-to-end experience
• Serve as the central interface between customers, Service Management, and technical teams
• Represent customer interests per Retarus standards, SLAs, and compliance
• Oversee the full technical customer lifecycle and ensure high-quality service
• Monitor KPIs and contractual targets and ensure adherence to standards
• Prepare service reports and lead service review meetings
• Manage escalations and act as the escalation point for incidents
• Coordinate internal and external communication throughout the lifecycle and during incidents
• Ensure compliance with SOC 2 and ISAE 3402 frameworks
• Provide regular reporting to the Director Service & Solutions

Skills

Customer relations

Analytical thinking

Organizational skills

Communication skills

Proactive mindset

Education

Degree in Computer Science, Business Informatics, Engineering or related field

Tools

ITIL

ISAE 3402

Job description

Retarus is hiring a Service Management professional to act as the primary contact for national and international customers, ensuring end-to-end service quality and high customer satisfaction. You will bridge customers, service management, and technical teams while upholding Retarus standards, SLAs, and regulatory requirements.

Responsibilities include lifecycle management, incident escalation, and regular service reporting.