Service Delivery Manager

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

📋 Description

• Act as the main point of contact for customers utilizing Dynamics 365 ERP and CRM solutions.

• Foster enduring, trustworthy relationships with business partners and key decision-makers.

• Facilitate collaboration among customers and teams in Consulting, Solution Architecture, Delivery, and Sales.

• Ensure high-quality service delivery and strive for continuous improvement.

• Oversee SLA agreements, service quality metrics, and customer satisfaction levels.

• Handle escalations related to complex service and support issues.

• Organize regular service reviews, roadmap discussions, and workshops.

• Assess future needs and pinpoint opportunities for optimization, innovation, and growth.

• Develop improvement initiatives, new service offerings, and value-added projects based on customer feedback.

• Assist with modifications, optimizations, and smaller projects in Microsoft Dynamics 365.

• Evaluate and effectively implement additional requirements.

• Collaborate with Account Managers, Sales teams, and Solution Experts to identify opportunities and create customized customer solutions.

• Aid in proposals, service expansions, and follow-up initiatives.

• Promote contract renewals and customer growth through proactive service management.

⛳️ Requirements

• 3–5 years of experience in Service Delivery Management, Customer Success Management, Account Management, or Project Management, preferably within a Microsoft Dynamics 365 ERP and/or CRM context.

• Proficiency in building customer relationships, managing complex requirements, and developing sustainable solutions in collaboration with subject-matter experts.

• Strong commercial acumen and entrepreneurial insight.

• Demonstrated experience in nurturing long-term customer relationships and engaging with both operational contacts and management-level decision-makers.

• Proven ability to collaborate across Consulting, Service, Sales, and Account Management teams.

• Solid understanding of managed services, support contracts, change requests, and project services, along with commercial and contractual frameworks.

• Familiarity with project management methodologies and/or ITIL is a plus.

• Exceptional communication, presentation, and stakeholder management abilities.

• Structured, proactive, and solution-focused mindset, with the capacity to manage multiple projects and priorities simultaneously.

• Proficient in both written and spoken German and English.

🏝️ Benefits

• Flexible working hours and location through trust-based working hours and hybrid work options.

• 30 days of annual leave plus additional leave for special occasions.

• Individual mobility package (JobRad, BahnCard, company car—depending on seniority level).

• Company pension plan with a 50% employer contribution.

• Health workshops and a subsidy for Urban Sports Club/Wellpass.

• International environment with exciting projects and diverse customers.