Service delivery manager

Service Delivery Manager – Job Description

Job Title: Service Delivery Manager

Location: [Stuttgart)

Employment Type: Full-Time

Job Summary

We are seeking an experienced Service Delivery Manager to oversee the delivery of IT services to clients, ensuring high levels of customer satisfaction, operational efficiency, and compliance with SLAs. The ideal candidate will act as the primary point of contact for service-related matters, manage stakeholder relationships, and drive continuous service improvement initiatives.

Key Responsibilities

• Manage end-to-end service delivery for assigned clients/accounts.
• Ensure compliance with Service Level Agreements (SLAs), KPIs, and contractual obligations.
• Act as the primary escalation point for service-related issues and incidents.
• Conduct regular service review meetings with customers and internal stakeholders.
• Monitor service performance and implement corrective actions where required.
• Coordinate with technical, operations, and support teams to ensure seamless service delivery.
• Manage incident, problem, and change management processes.
• Prepare and present service reports, dashboards, and performance metrics.
• Identify opportunities for process improvements and service optimization.
• Drive customer satisfaction and maintain strong client relationships.
• Support resource planning, capacity management, and risk mitigation activities.
• Ensure adherence to ITIL best practices and organizational policies.

Required Skills & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5–10+ years of experience in IT Service Delivery, IT Operations, or Managed Services.
• Strong understanding of ITIL processes and service management frameworks.
• Experience managing client relationships and stakeholder communications.
• Knowledge of Incident, Problem, Change, and Release Management.
• Strong leadership, communication, and conflict-resolution skills.
• Experience with service management tools such as ServiceNow, Jira, Remedy, or similar.
• Ability to manage multiple priorities in a fast-paced environment.
• ITIL Foundation certification preferred.

Preferred Qualifications

• ITIL Intermediate/Managing Professional certification.
• PMP, PRINCE2, or Agile certification.
• Experience managing global delivery teams and offshore/onshore resources.
• Exposure to cloud platforms (AWS, Azure, GCP) and infrastructure services.

Key Performance Indicators (KPIs)

• SLA Compliance
• Customer Satisfaction (CSAT)
• Incident Resolution Time
• Service Availability/Uptime
• Escalation Management
• Continuous Service Improvement Initiatives
• Resource Utilization and Delivery Efficiency