Senior IT Service Delivery Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Engage with customers in German via phone calls, meetings, emails, and ticket updates.

• Ensure each ticket is assigned an owner, prioritized appropriately, and has defined next steps for resolution.

• Collaborate with engineers and team members to clarify roles and eliminate obstacles.

• Assess and prioritize urgent incidents, customer obligations, and scheduled tasks based on their impact and available capacity.

• Identify potential delays and risks, manage escalations, and keep customers updated on progress.

• Enhance workflows, documentation, and communication processes.

• Provide management with clear updates regarding progress, unresolved issues, and decisions that need attention.

⛳️ Requirements

• A minimum of five years of relevant experience in IT services, managed services, cloud infrastructure, or a closely related field.

• Proven experience in managing customer-facing service delivery and coordinating technical teams.

• Fluent in spoken and written German, validated by a German language certificate.

• Strong communication skills in English.

• Familiarity with ticketing systems, incident management, service commitments, and customer escalations.

• Technical knowledge sufficient to engage in discussions about IT issues and coordinate with engineers.

• Excellent organizational skills, sound judgment, and consistent follow-through.

• Ability to work autonomously and communicate proactively in a remote work environment.

• Experience supporting German-speaking customers and knowledge of ITIL practices would be advantageous.

🏝️ Benefits

• Permanent employment opportunity.

• 6-month probation period.

• 40 hours of work per week.

• 15 days of annual leave.

• Fully remote work from India.

• A respectful, supportive, and collaborative team culture.

• An international working environment with German-speaking customers and colleagues.

• Trust and ownership with the opportunity to influence company operations.

• A healthy work-life balance with realistic planning and manageable workloads.

• Opportunities for professional learning, development, and increased responsibilities.