Service Delivery Manager - Customer Success & Operations (German-speaking, Hybrid - Europe)We're hiring on behalf of our client, a long-standing international tech company specializing in customer experience and contact center solutions. They're seeking an experienced Service Delivery Manager to take ownership of their post-sales customer operations and ensure the highest standards of service delivery and client satisfaction across key accounts.This is a hybrid role (within Europe) where you'll work at the intersection of operations, account management, and customer success - collaborating closely with internal teams and enterprise clients to ensure service excellence, long-term partnerships, and continuous improvement.What You'll Be DoingEnsure Customer Satisfaction: Oversee service quality through regular performance reviews and feedback loops with clientsContract Management: Monitor, adjust, and optimize service contracts, proactively identifying risks or gapsClient Negotiations: Manage change requests, claims, and escalations with professionalism and diplomacyCollaborate with Sales: Identify upselling or expansion opportunities and align with commercial teams on shared goalsService Transitions: Lead the seamless handover from project implementation to ongoing operationsSLA Oversight: Manage service levels and outsourced support, ensuring delivery meets international standardsData-Driven Planning: Monitor KPIs and performance metrics; develop action plans based on analyticsEscalation Handling: Resolve critical customer issues quickly, engaging relevant internal or external teams as neededProcess Improvement: Continuously improve internal service processes, reporting frameworks, and governanceStakeholder Communication: Act as a key point of contact for clients, maintaining long-term trust through clear, effective communicationTeam Leadership: Support internal teams, motivate service personnel, and help drive high standards across delivery teamsYour BackgroundSolid understanding of business processes and customer lifecycle managementService delivery or operations experience in IT, networking, or communication technologiesStrong familiarity with ITIL practices and service lifecycle managementHands-on experience managing SLAs, contracts, or enterprise support environmentsProven skills in conflict resolution, stakeholder communication, and decision-making under pressureAnalytical mindset with strong attention to accuracy and detailExperience facilitating change, working across cross-functional teams, and influencing without direct authorityConfident communicating at both operational and executive levelsCommercially aware, with a customer-first mindset and a knack for identifying improvements and value-addsFluent English is a must; German language skills are highly preferredWillingness to travel as needed for key client meetings and service reviews
