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Service Delivery Manager – Managed Services (m/f/d)

  • Managed Service DE
  • Full time
  • Mainz , Remote
  • posted 28 days ago

It's fun to work in a company where people truly BELIEVE in what they're doing!

Do you want to play a key role in a dynamically operating team? As a Service Delivery Manager (m/f/d) for our Managed Services Team, you will be responsible for ensuring the delivery of high-quality IT services to our clients in accordance with ITIL best practices. You will act in a team of professionals in providing proactive and reactive support, maintaining service levels, and continuously improving service delivery processes.

About the Job:

  • Build and maintain strong relationships with clients, understanding their business needs

  • Serve as the primary point of contact for communication and escalations 

  • Develop and maintain service performance reports 

  • Conduct regular service reviews with clients to gather feedback and identify areas for improvement

  • Collaborate with sales teams to identify opportunities for service expansion

  • Manage the end-to-end service delivery process, ensuring adherence to SLAs

  • Foster a collaborative and customer-centric culture within the team

  • Implement ITIL best practices across service delivery processes

Who you are:

  • Bachelor’s degree in Computer Science, Information Technology, or related field

  • ITIL certification 

  • Proven experience in a service delivery management role within the IT industry, preferably in a managed services environment

  • Strong understanding of IT service management principles and processes

  • Exceptional communication and interpersonal skills

  • Analytical mindset with the ability to interpret data 

  • Strong organizational abilities

  • Very good German language skills at level C1 (or higher) and English language skills at level B2 (or higher)

It would be optimal if you:

  • Bring experience in implementing process optimizations and efficiency improvements.

Intensive training and regular further education are not just written commitments for us but a natural part of our commitment to all our employees.


Service Delivery Manager – Managed Services (m/w/d)

Möchtest Du eine Schlüsselrolle in einem dynamisch arbeitenden Team spielen? Als Service Delivery Manager (m/w/d) für unser Managed-Services-Team bist Du für die Erbringung hochwertiger IT-Dienstleistungen für unsere Kunden in Übereinstimmung mit den ITIL-Best-Practices verantwortlich. Du wirst in einem Team von Fachleuten agieren, das proaktiven und reaktiven Support bietet, Service Levels aufrechterhält und Service Delivery Prozesse kontinuierlich verbessert.

Deine Aufgaben:

  • Aufbau und Pflege enger Beziehungen zu Kunden, um deren geschäftliche Anforderungen zu verstehen

  • Als Hauptansprechpartner (m/w/d) für Kommunikation und Eskalationen fungieren

  • Entwicklung und Pflege von Berichten zur Serviceleistung

  • Durchführung regelmäßiger Serviceüberprüfungen mit Kunden, um Feedback einzuholen und Verbesserungsmöglichkeiten zu ermitteln

  • Zusammenarbeit mit den Vertriebsteams zur Ermittlung von Möglichkeiten zur Serviceerweiterung

  • Verwaltung des gesamten Dienstleistungserbringungsprozesses und Sicherstellung der Einhaltung der SLAs

  • Förderung einer kollaborativen und kundenzentrierten Kultur innerhalb des Teams

  • Umsetzung bewährter ITIL-Verfahren in allen Prozessen der Dienstleistungserbringung

Was du mitbringen solltest:

  • Bachelor-Abschluss in Informatik, Informationstechnologie oder einem verwandten Bereich

  • ITIL-Zertifizierung

  • Nachgewiesene Erfahrung in der Verwaltung von Dienstleistungen in der IT-Branche, vorzugsweise in einer Managed-Services-Umgebung

  • Ausgeprägtes Verständnis der Grundsätze und Prozesse des IT-Service-Managements

  • Hervorragende kommunikative und zwischenmenschliche Fähigkeiten

  • Analytisches Denken und die Fähigkeit, Daten zu interpretieren

  • Ausgeprägte organisatorische Fähigkeiten

  • Sehr gute deutsche Sprachkenntnisse auf Niveau C1 (oder höher) und englische Sprachkenntnisse auf Niveau B2 (oder höher)

Optimal wäre es, wenn du:

  • Erfahrung in der Umsetzung von Prozessoptimierungen und Effizienzsteigerungen mitbringst.

Eine intensive Einarbeitung und regelmäßige Fortbildungen finden bei uns nicht nur auf dem Papier statt, sondern sind selbstverständlich für alle unsere Mitarbeitenden.

In addition to a varied project landscape, we offer you a high degree of personal responsibility and the cooperation with a growing and motivated team, in which you can bring in your ideas.

What we offer you:
– Mobile Office
– Premium Work Equipment
– Extensive Further Training
– Employee Events
– Country-Specific Employee Bonuses (e.g. cooperation with  EGYM Wellpass, JobRad and much more)


Alexa Meurer

Service Delivery Manager – Managed Services (m/f/d)

Vivien Vogt


+49 6131 4888 222



Motivated employees are an essential precondition for our future entrepreneurial success. That is why we put great emphasis on a good balance between life and work.


Retirement Provision

By using salary conversion, you can save smartly for the future: a portion of your gross salary is directed into company pension plans. This allows you to save on social security contributions and income tax. You end up investing more in your retirement savings than what you miss out on net. Everything happens automatically – including the tax aspect. Secure and intelligent retirement planning!

First Class Laptop

To ensure that your work is not hindered by the equipment, you do not get any laptop, but a premium laptop.

EGYM Wellpass

With the EGYM Wellpass, you get access to 6,500 sports and wellness locations in Germany and Austria. Evoila supports your fitness journey. Whether it's fitness, yoga, or meditation – find the perfect offering for you. It's also available digitally for your home office needs. With Evoila and EGYM, you can stay active and keep moving!


Steer onto your desired company bike with evoila! We lease your dream bike for you – whether it's an e-bike, mountain bike, or city cruiser. Use it anywhere: for work, leisure, or sports. The payment? Simple and cost-effective, directly deducted from your gross salary. Thanks to smart tax arrangements, you can save up to 40% compared to buying. Pedal and save!


Voucher Card

With Ticket Plus City from Edenred, you can shop wherever and whenever you want! Whether it's at Douglas, REWE, or refueling on the go – you decide. It's for everyone, from full-time employees to interns. With over 40,000 acceptance points in Germany, both in-store and online, it's easy, flexible, and stress-free.


Coffee counter and Carrera track are options you can use during your time at the office for balance, small indulgence and fun.


Employee Events

In addition to a summer and Christmas celebration, we regularly organize our After Work Drink! Exchange with colleagues, away from daily business. This is important to us to grow more and more together as a professional team.

Corporate Benefits

In the team, there's not only fun but also discounts! Fashion, travel, electronics? We've got it. Thanks to Corporate Benefits, you always save. Why pay more when you can get it cheaper?



In addition to the fixed salary, you will receive an annual special payment based on the business outcome and your personal goals.



You receive a premium or special payment e. g. for new employees who are mediated by you.

Trust Based Working Hours

Sometimes it is necessary to arrange your working time flexible. After the probationary period we make this work for you. This will include home office days as well as being able to push a morning or afternoon wherever it is possible.


Open questions? We’re here to help

If you show the willingness to learn something new every day and to use the knowledge in the team and with customers, then we are exactly the right place for you. In addition, you want to get to the bottom of new things and understand them technically down to the last detail? Your job and your hobby merge at times and the IT is one of your greatest passions? Then you should read on now anyway because it is our goal to make you become an expert who is one step ahead of therest.

If you feel comfortable in a cloud technology like OpenStack, CloudFoundy, AWS, etc. or you know a lot about a virtualization technology like VMware vSphere, then you’re in the right place with us. We will also train you as a cloud engineer or cloud architect.

After about 1 week, you will know whether we want to get to know you. Then you will be invited to an online conversation.

Your document should contain a personal address as well as your CV and your previous qualifications such as school, study, certifications, certificates, etc. A picture of you can also be included in the letter as well as your salary requirements.

After an online conversation via Skype, Zoom or another online tool we will provide you with a simple task. You will bring along the result of the task to a personal conversation in one of our offices. When everything fits, nothing will prevent us from hiring you.

Usually the conversations (online and onsite) take place with you, a potential team leader for your position and a human resources representative.

We evaluate your score using a point system. That is based on your documents, the interview, the personal impression and the result of the small task.

Your application documents will only be made available to the HR department, the management and the potential team leader. All data will be treated confidentially.