Service Delivery Manager – Customer Success & Operations (German-speaking, Hybrid – Europe) We’re hiring on behalf of our client, a long-standing international tech company specializing in customer experience and contact center solutions. They’re seeking an experienced Service Delivery Manager to take ownership of their post-sales customer operations and ensure the highest standards of service delivery and client satisfaction across key accounts.
This is a hybrid role (within Europe) where you’ll work at the intersection of operations, account management, and customer success – collaborating closely with internal teams and enterprise clients to ensure service excellence, long-term partnerships, and continuous improvement.
What You’ll Be Doing Ensure Customer Satisfaction: Oversee service quality through regular performance reviews and feedback loops with clients
Contract Management: Monitor, adjust, and optimize service contracts, proactively identifying risks or gaps
Client Negotiations: Manage change requests, claims, and escalations with professionalism and diplomacy
Collaborate with Sales: Identify upselling or expansion opportunities and align with commercial teams on shared goals
Service Transitions: Lead the seamless handover from project implementation to ongoing operations
SLA Oversight: Manage service levels and outsourced support, ensuring delivery meets international standards
Data-Driven Planning: Monitor KPIs and performance metrics; develop action plans based on analytics
Escalation Handling: Resolve critical customer issues quickly, engaging relevant internal or external teams as needed
Process Improvement: Continuously improve internal service processes, reporting frameworks, and governance
Stakeholder Communication: Act as a key point of contact for clients, maintaining long-term trust through clear, effective communication
Team Leadership: Support internal teams, motivate service personnel, and help drive high standards across delivery teams
Your Background Solid understanding of business processes and customer lifecycle management
Service delivery or operations experience in IT, networking, or communication technologies
Strong familiarity with ITIL practices and service lifecycle management
Hands-on experience managing SLAs, contracts, or enterprise support environments
Proven skills in conflict resolution, stakeholder communication, and decision-making under pressure
Analytical mindset with strong attention to accuracy and detail
Experience facilitating change, working across cross-functional teams, and influencing without direct authority
Confident communicating at both operational and executive levels
Commercially aware, with a customer-first mindset and a knack for identifying improvements and value-adds
Fluent English is a must ; German language skills are highly preferred
Willingness to travel as needed for key client meetings and service reviews
What Our Client Offers A flexible work environment: fully remote in the U.S., or hybrid within Europe
The chance to work with well-known enterprise clients across international markets
A cloud-driven, future-oriented technology stack
Strong strategic partnerships with top tech providers like Cisco
A diverse and collaborative international team culture
Opportunities to grow your role within a rapidly evolving organization
If you’re a service-oriented professional with the ability to manage complexity, build trust, and lead delivery excellence, this role could be a great next step in your career. Apply now to learn more!
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