Job Title: Service Delivery Manager (SDM)
Location: Radolfzell am Bodensee, Germany
Project Duration: 1 Year (with potential extension)
Language Skills (C1, B1, B2):
* C1 German Speaking
* English (Fluent)
Primary Skills:
* Delivery/Program Management
* Expertise in Support Functions
* Client Relationship Management
Secondary Skills:
* Any ERP/Technical Background
Job Description:
The Service Delivery Manager (SDM) is responsible for overseeing the delivery, management, and improvement of IT services, ensuring they align with business needs and expectations. This role demands a proactive approach to managing incidents, changes, and service delivery while ensuring compliance and high-quality standards.
Key responsibilities include:
* Ensure that IT services are delivered in accordance with business needs and defined Service Level Agreements (SLAs).
* Continuously monitor and improve the performance of IT services to maintain high service quality.
* Lead and manage the IT team to ensure effective delivery of services.
* Encourage collaboration and innovation within the team to enhance service delivery capabilities.
* Oversee the incident management process to ensure rapid resolution of IT issues.
* Analyze problems and implement solutions to prevent recurrence.
* Manage and oversee the process of IT service changes to ensure minimal disruption and alignment with business objectives.
* Engage with key stakeholders to align IT services with their requirements and expectations.
* Maintain transparent communication and strong relationships with both internal teams and clients.
* Ensure the proper allocation and utilization of resources to meet service delivery goals.
* Oversee the staffing and skills management to ensure the team can meet the demands of service delivery.
* Foster a culture of continuous improvement by identifying areas of inefficiency and implementing solutions to enhance service delivery.
* Ensure compliance with relevant policies, industry standards, and regulations, particularly in relation to IT service security.
* Prepare and deliver detailed reports on service delivery performance, including incident management, change management, and team activities.