Role: IT Service Delivery Manager (EUC)

Location: Sandhofer Str. 116, 68305 Mannheim, Germany (1 FTE)

• Employment Type: Full-time
• Department: IT Services
• Budget: € 75,000.00 (Gross Salary)

Role Overview

As an IT Service Delivery Manager, you will be responsible for ensuring high-quality, efficient delivery of IT services to internal and external stakeholders. You will manage service performance, lead support teams, maintain strong relationships with clients or business units, and ensure services are aligned with SLAs and business goals.

Key Responsibilities

Manage IT Service Delivery Operations:

• Should have in-depth knowledge of the EUC Services (Deskside support, Desktop/Laptop/Tablet/Mobile Break-Fix support, EUC devices Lifecycle services, Field services, Depot Services, Asset Management, Spares Management & Disposal services)
• Manage and coordinate the delivery of transitioning End User Services in a global customer environment
• Single Point of Contact for operational, customer escalations and relationships for assigned services and countries
• Responsible for resource management, selection, hiring and people management duties for supporting contracted services
• Manage SOW, contracts, and vendors with respect to the timely delivery of services
• Manage cross-functional aspects of all tower projects
• Oversee daily service operations and ensure continuity of services.
• Ensure compliance with agreed SLAs and KPIs.
• Manage Incident, Service Requests, Problem, and change management processes.
• Prepare, Present and track action items from regular weekly and monthly service reviews
• Well versed in ITSM tools like Service Now / Remedy, Jira etc.
• Able to create and manage the project dashboards in above ITSM tools for daily monitoring

Team Leadership & Coordination:

• Lead and mentor IT support and service teams.
• Coordinate cross-functional efforts with infrastructure, applications, and security teams.

Client/Stakeholder Relationship Management:

• Serve as the primary point of contact for service delivery issues.
• Build trust and satisfaction through consistent, high-quality service delivery.

Project Financials:

• Understand the monthly billing methodology
• Prepare, present and get necessary approvals for regular billing
• Understand the project PnL and find ways to improve profitability
• Understand the penalties associated with the SLAs and make all efforts to keep them to minimal

Service Improvement & Strategy:

• Analyze performance metrics and identify areas for improvement.
• Drive service improvement plans and implement best practices (e.g., ITIL framework).
• Participate in budget planning, capacity planning, and vendor management.

Project Participation:

• Support or lead service-related IT projects (rollouts, upgrades, migrations).
• Ensure smooth transition from project delivery into service operations.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 10+ years of overall IT experience
• 5+ years of experience in IT service management or a similar role.
• Strong understanding of ITIL principles (certification preferred).
• Excellent communication, problem-solving, and stakeholder management skills.
• Proven ability to lead teams and manage high-pressure situations.
• Experience with service management tools (e.g., ServiceNow, Jira, BMC Remedy).

Preferred Qualifications

• TIL v4 Foundation or higher.
• Experience with cloud platforms (e.g., AWS, Azure).
• Familiarity with ISO/IEC 20000 standards.
• German language proficiency (if relevant to your location or business).

Soft Skills

• Strong customer focus
• Analytical thinking
• Conflict resolution
• Ability to manage competing priorities

Job Type: Full-time

Pay: Up to 75.000,00€ per year

Work Location: In person