Job Description
As Service Delivery Manager (m/f/d) for the DACH market, you will be responsible for all delivery‑related topics across the region. You will lead delivery teams, ensure high‑quality execution for our clients, and take ownership of delivery performance, customer satisfaction and commercial outcomes. You will combine people leadership, client engagement, and operational accountability in a complex, global, and matrixed environment.
Main responsibilities:
Client & Market Responsibility
1. Be the primary delivery owner for DACH clients, representing Experian during delivery and in‑life service
2. Manage delivery prioritization and decision‑making across the DACH market
3. Lead escalations and senior client communications, ensuring resolution and transparency
Delivery Ownership
4. Be accountable for end‑to‑end delivery performance across all in‑market projects
5. Ensure delivery readiness, governance, risk management, and KPI achievement
6. Oversee go‑live, hypercare, and post‑production support
Commercial & Strategic Focus
7. Oversee delivery‑related commercial outcomes, including margin protection and cost awareness
8. Plan and manage regional capacity and resource allocation
9. Guide market‑level improvements and contribute to global delivery standards
Team Leadership
10. Directly manage the delivery team across the DACH market with accountability for performance and outcomes
11. Take ownership of people leadership topics including performance management, training and compliance
12. Create clarity on priorities, roles, and expectations and foster a culture of accountability and continuous improvement
Qualifications
13. Demonstrated responsibility for end‑to‑end service delivery within a market or regional setup in a matrix organization
14. 5+ years of experience leading delivery teams, including accountability for performance, development and engagement
15. Commercial understanding, including ownership of delivery performance, cost control, and margin awareness
16. Experience working with clients and being a trusted counterpart during delivery and escalation situations
17. Confidence collaborating with senior partners across sales, architecture, and operations in a matrixed organisation
18. Structured, with the ability to balance client needs, delivery quality, and results
19. Experience working in agile and hybrid delivery environments
20. Fluent in German and English
Additional Information
Benefits/Perks:
21. A high degree of autonomy in a dynamic, internationally oriented organization
22. A motivated team that values innovation and collaboration
23. Great compensation package and attractive employee benefits
24. Flexible working hours and remote work options
Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
#LI-Hybrid
This is a hybrid remote/in-office role.
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