Service Delivery Manager (m/w)
Your tasks:
Responsible for the care and success of our customers
Building and maintaining long-term customer relationships to ensure customer satisfaction and strengthen customer loyalty
Developing an understanding of customer needs and goals to offer tailored solutions and create added value for our customers
Conducting regular customer meetings to monitor progress, satisfaction, and product or service usage
Overseeing service processes to ensure services are delivered on time and within budget Collaborating with internal teams to ensure compliance with Service Level Agreements (SLAs) and managed services
Supporting customers with the adoption of new technologies, training, and identifying upselling and cross-selling opportunities
Conducting market analyses to identify trends and customer needs and presenting appropriate solutions
Coordinating and managing escalations and crisis situations in collaboration with the service desk
Your profile:
Completed basic education in Computer Science, Business Informatics, or a comparable qualification
Many years of experience as an IT project manager or IT manager
Excellent communication and presentation skills to effectively interact with our customers at various levels
Experience in identifying customer needs and building long-term customer relationships
Proven experience in customer success management or customer support, ideally in the field of information and communication technology
Team-oriented and able to collaborate with various departments to develop customer-specific solutions
Independent, reliable working style, negotiation skills, and ability to work in a dynamic environment
- Compliance
- ITIL
- Projektleitung
- SLA
- Support
- Bachelor
- Master
