Service Delivery Manager

RED is delighted to be working with a global client, a leader in innovation in their field, to recruit a Service Delivery Manager and join their dynamic team in Vienna on a permanent full-time basis.

As a Service Delivery Manager, you will oversee the overall monitoring, planning, and execution of their IT service delivery. You will be acting as the main point of contact for stakeholders (both internal and external), assuring SLAs (service agreements) are being met, the customer satisfaction is maximised, as well as the continuous improvement of operational processes.

What are the benefits for you?

• An opportunity to join a fast-growing global organisation
• Being part of a proactive and fun team at a superb workplace, whilst having the chance to participate in exciting events
• Permanent stable job
• Competitive salary package
• Career development opportunities globally

Key Responsibilities:

• Monitor and manage IT service delivery to assure high levels of customer satisfaction.
• Maintain strong relationships with all stakeholders (internal and external).
• Ensure services are being delivered within the established timeframes and oversee the SLAs.
• Escalation and resolution of issues in service operations in an effective manner.
• Analysis and optimisation of processes to drive improvement in service quality.
• Project support and leading activities, related to the implementation of new processes and technologies.
• Monitor team performance and provide regular reports to leadership.
• Acting as an advocate of a customer-centring culture and assuring all processes are aligned to exceed customer expectations.

Key qualifications:

• Strong understanding of IT service management frameworks such as COBIT or ITIL.
• Several years of IT Service management experience in a similar role.
• Solid know-how in IT processes and systems, including project management tools and ticketing systems.
• Proven track-record in SLA escalation processes and SLA management.
• Excellent communications & negotiation, strong organisational skills, ability to prioritise tasks simultaneously.
• Business fluency in German and English language.