BCIC Swiss GmbH | Best Connect International Company is looking for a "Service Delivery Manager" (full time on-site)" in Germany.
Responsibilities KEY RESPONSIBILITIES
Manage the delivery of IT support, infrastructure, and managed services to enterprise-level clients.
Monitor daily service operations including ticket queues, SLA performance, and resource allocation.
Oversee Incident, Problem, Change, and Release Management aligned with ITIL standards.
Facilitate technical bridges for major incidents and ensure timely resolution.
Conduct Root Cause Analysis (RCA) and implement preventive measures.
Lead internal and customer-facing service review meetings and operational reporting.
Collaborate with engineering teams for capacity planning, patching, upgrades, and maintenance activities.
Ensure cybersecurity compliance, system availability, and performance targets are achieved.
Manage customer onboarding and service transition processes.
Identify service improvement opportunities and drive optimization initiatives.
Coordinate with cross-functional teams (Operations, Support, Engineering, QA) to ensure seamless service delivery.
QUALIFICATIONS & SKILLS
Bachelor’s degree in Business, IT, Engineering, or a related discipline.
Minimum 5 years of experience in service management or IT operations.
Strong understanding of IT service management best practices; ITIL certification preferred.
Excellent communication, stakeholder engagement, and conflict-resolution abilities.
Capable of managing multiple clients and priorities in a fast-paced environment.
Strong analytical, documentation, and reporting skills.
REQUIREMENTS
Valid work permit in Germany.
Fluency in German & English (B2 level).
Hands-on experience in IT Service Management / ITIL / ITSM.
Strong customer and stakeholder management competency.
Salary- Negotiable
Send your CV to: shamsun.nahar@bcic-swiss.com