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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