Senior Service Delivery Manager

Senior Service Delivery Manager (Remote, Germany)

We are seeking a strategic and hands-on Senior Service Delivery Manager to lead and optimize service delivery for our key clients. As a senior leader, you will be responsible for the governance of ITIL processes, financial management of service contracts, and building executive-level relationships with clients. This is a remote role, but you must be based in Germany to facilitate occasional client meetings (when safe/possible) and manage relationships within the local business ecosystem.

Key Responsibilities

Strategic Service Management:

• Act as the senior point of accountability for the end-to-end delivery of IT services to assigned enterprise clients.
• Lead the governance of ITIL processes including Incident, Problem, Change, and Capacity Management, ensuring continuous service improvement (CSI).
• Chair Monthly and Quarterly Business Reviews (MBRs/QBRs) with clients, presenting performance metrics, project roadmaps, and financial summaries.

Financial & Contractual Governance:

• Manage the service elements of the contract, ensuring deliverables are met within the agreed budget.
• Oversee the commercial aspects of the contract, including invoicing validation, budget forecasting, and identifying opportunities for service expansion (upsell).
• Ensure strict compliance with German contract law and data protection regulations (GDPR/DSGVO) as they pertain to service delivery.

Team & Resource Management:

• Lead and mentor a distributed team of Service Delivery Coordinators, Technical Account Managers, and support engineers.
• Coordinate resource allocation across multiple projects and BAU (Business As Usual) activities to optimize efficiency.
• Conduct performance reviews and foster a culture of high performance and client-centricity.

Incident & Crisis Management:

• Lead the response to Major Incidents (P1/P2), acting as the bridge between technical teams and executive stakeholders.
• Ensure timely communication and post-incident reviews (Root Cause Analysis) are delivered to clients.

Qualifications & Experience

Essential:

• Experience: 8 years of experience in IT Service Delivery Management, with at least 3 years in a senior or leadership role.
• ITIL Expertise: Deep, practical knowledge of ITIL frameworks (Expert level or extensive application experience is highly desired).
• Enterprise Clients: Proven track record of managing large-scale, complex IT contracts (e.g., infrastructure outsourcing, cloud services, managed services).
• Commercial Acumen: Experience managing budgets, forecasting, and understanding P&L related to service contracts.
• Language: Fluent English (C1 ). Must be able to communicate complex technical and contractual concepts clearly.

Desirable:

• German Language: Proficiency in German (B2 or higher) is a strong advantage for communicating with local stakeholders.
• Certifications: ITIL 4 Managing Professional, PMP, or Prince2.
• Technical Awareness: Broad understanding of modern IT environments (Cloud: AWS/Azure, Networking, Security, SaaS).
• Location: Based in or near a major German city (Berlin, Munich, Frankfurt) for occasional onsite meetings.

Personal Attributes

• Executive Presence: Comfortable presenting to C-level executives (CIO, CTO) and pushing back professionally when necessary.
• Problem Solver: Ability to navigate complex political and technical landscapes to find solutions.
• Autonomous: As a remote contractor, you must be self-disciplined, organized, and able to drive results independently.

Contract Details (Wichtige Informationen für Freelancer)

• Status: This is a freelance (B2B) contract. You must be registered as a freelancer or have your own GmbH in Germany.
• Compliance: You are responsible for your own taxes and social security contributions. The company will provide a "Vertrag" (Service Agreement) compliant with German "Werkvertrag" or "Dienstvertrag" regulations.
• Rate: negotiable based on experience.
• Working Hours: Full-time (40 hours/week) with core overlap hours required for team collaboration.