Service Delivery Manager

D-ploy is seeking a dynamic Service Delivery Manager to lead their expanding onsite support and service desk service organization. The role involves managing customer-facing teams, overseeing day-to-day operations, optimizing processes, and maintaining high levels of customer satisfaction, with a focus on seamless IT support delivery within the pharmaceutical sector. The company prides itself on delivering innovative and superior services.

Requirements

• Proven experience in IT service delivery or IT service management
• Strong knowledge of ITIL (Information Technology Infrastructure Library) framework and IT service management best practices
• Experience managing service delivery in a fast-paced, customer-facing environment
• Good understanding of IT systems, networks, and infrastructure
• Strong problem-solving and troubleshooting skills
• Good communication and interpersonal skills
• Ability to motivate and manage a team
• Experience with service management tools (e.g., ServiceNow, BMC, etc.) is a plus
• Fluent in English language, German is a plus
• Strong sense of urgency handling critical issues with possible high business impact
• Ability to prioritize and manage multiple demands, projects and cross-functional teams
• Ability to involve and communicate effectively with necessary stakeholders, understand business requirements

Benefits

• Flexible working conditions
• Minimum 5 weeks of vacation
• Paid sick days
• Meal vouchers
• Vouchers (B-day voucher, wedding, and new born surprise)
• Contributions to wellness programs
• Fishing for Friends program
• Refreshments in the D-ploy office
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits