IT Lead Service Delivery Manager

A Germany-based global IT services company that specialises in delivering IT infrastructure support, field services, data centre services, and device lifecycle management on behalf of major technology vendors and global system integrators.

Key ResponsibilitiesService Delivery Leadership

• Lead and oversee a geographically dispersed team of Service Delivery Managers and Team Leads, ensuring successful execution of customer commitments and operational objectives.
• Establish and manage delivery plans, milestones, and service targets to achieve high-quality outcomes.
• Drive the successful delivery of multiple global projects simultaneously within a fast-paced, agile environment.
• Ensure adherence to company standards, policies, and service delivery best practices.
• Coordinate priorities across concurrent initiatives while maintaining operational excellence.

Client & Stakeholder Management

• Act as the primary operational liaison for customers, managing relationships at both strategic and day-to-day levels.
• Build trusted partnerships with senior stakeholders and proactively manage customer expectations.

Operational Excellence & Continuous Improvement

• Monitor service performance, ensuring efficient, cost-effective, and high-quality delivery.
• Identify opportunities to enhance processes, improve operational efficiency, and strengthen service outcomes.
• Assess risks, track performance metrics, and implement improvement initiatives.

People Leadership & Talent Development

• Coach, mentor, and develop Service Delivery Managers to build a high-performing leadership team.
• Support talent acquisition efforts and cultivate future leaders within the organization.
• Enable teams to consistently deliver exceptional customer service while meeting quality and profitability targets.

Financial & Resource Oversight

• Manage resource allocation, budgets, project profitability, and cost controls to ensure business success.
• Oversee vendor performance and maintain strong supplier relationships to support service excellence.

Project Transition & Implementation

• Provide leadership and guidance throughout project onboarding, transition, and implementation activities to ensure seamless service delivery.