We are seeking a strategic and hands-on Senior Service Delivery Manager to lead and optimize service delivery for our key clients. As a senior leader, you will be responsible for the governance of ITIL processes, financial management of service contracts, and building executive-level relationships with clients. This is a remote role, but you must be based in Germany to facilitate occasional client meetings (when safe/possible) and manage relationships within the local business ecosystem.
Key Responsibilities
Strategic Service Management:
* Act as the senior point of accountability for the end-to-end delivery of IT services to assigned enterprise clients.
* Lead the governance of ITIL processes including Incident, Problem, Change, and Capacity Management, ensuring continuous service improvement (CSI).
* Chair Monthly and Quarterly Business Reviews (MBRs/QBRs) with clients, presenting performance metrics, project roadmaps, and financial summaries.
Financial & Contractual Governance:
* Manage the service elements of the contract, ensuring deliverables are met within the agreed budget.
* Oversee the commercial aspects of the contract, including invoicing validation, budget forecasting, and identifying opportunities for service expansion (upsell).
* Ensure strict compliance with German contract law and data protection regulations (GDPR/DSGVO) as they pertain to service delivery.
Team & Resource Management:
* Lead and mentor a distributed team of Service Delivery Coordinators, Technical Account Managers, and support engineers.
* Coordinate resource allocation across multiple projects and BAU (Business As Usual) activities to optimize efficiency.
* Conduct performance reviews and foster a culture of high performance and client-centricity.
Incident & Crisis Management:
* Lead the response to Major Incidents (P1/P2), acting as the bridge between technical teams and executive stakeholders.
* Ensure timely communication and post-incident reviews (Root Cause Analysis) are delivered to clients.
Qualifications & Experience
Essential:
* Experience: 8+ years of experience in IT Service Delivery Management, with at least 3 years in a senior or leadership role.
* ITIL Expertise: Deep, practical knowledge of ITIL frameworks (Expert level or extensive application experience is highly desired).
* Enterprise Clients: Proven track record of managing large-scale, complex IT contracts (e.g., infrastructure outsourcing, cloud services, managed services).
* Commercial Acumen: Experience managing budgets, forecasting, and understanding P&L related to service contracts.
* Language: Fluent English (C1+). Must be able to communicate complex technical and contractual concepts clearly.
Desirable:
* German Language: Proficiency in German (B2 or higher) is a strong advantage for communicating with local stakeholders.
* Certifications: ITIL 4 Managing Professional, PMP, or Prince2.
* Technical Awareness: Broad understanding of modern IT environments (Cloud: AWS/Azure, Networking, Security, SaaS).
* Location: Based in or near a major German city (Berlin, Munich, Frankfurt) for occasional onsite meetings.
Personal Attributes
* Executive Presence: Comfortable presenting to C-level executives (CIO, CTO) and pushing back professionally when necessary.
* Problem Solver: Ability to navigate complex political and technical landscapes to find solutions.
* Autonomous: As a remote contractor, you must be self-disciplined, organized, and able to drive results independently.
Contract Details (Wichtige Informationen für Freelancer)
* Status: This is a freelance (B2B) contract. You must be registered as a freelancer or have your own GmbH in Germany.
* Compliance: You are responsible for your own taxes and social security contributions. The company will provide a "Vertrag" (Service Agreement) compliant with German "Werkvertrag" or "Dienstvertrag" regulations.
* Rate: negotiable based on experience.
* Working Hours: Full-time (40 hours/week) with core overlap hours required for team collaboration.