We are seeking a dynamic Service Delivery Manager to lead our expanding onsite support and service desk service organization. The ideal candidate will possess experience in managing global onsite support services and service desk operations for enterprise customers working in the pharmaceutical sector. The Service Delivery Manager will play a pivotal role in ensuring the seamless delivery of IT support services, optimizing processes and team utilization, and maintaining high levels of customer satisfaction.

Tasks and Responsibilities

Manage and lead customer facing teams providing IT support services to ensure consistent and high-quality service performance.
Oversee day-to-day operations of IT service delivery, ensuring adherence to service level agreements (SLAs) and operational KPIs.
Develop and implement strategies to improve service efficiency, quality, and customer satisfaction.
Act as the primary point of contact for service delivery-related issues, working with customer stakeholders and internal teams to resolve incidents and escalations.
Collaborate with other teams to ensure seamless integration of services and efficient service delivery.
Lead regular service reviews with customers to monitor performance, gather feedback, and address service improvement opportunities.
Ensure effective resource management, scheduling, and workload distribution across the service delivery team.
Drive continuous service improvements by identifying trends and understanding business needs.
Identify opportunities to deliver additional projects supporting the customer’s needs and to develop and improve the services.
Maintain accurate documentation of service delivery processes, incidents, and problem resolutions.
Proven experience in IT service delivery or IT service management, ideally 10 years of experience.
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 with the ability to manage complex technical challenges.
Good communication and interpersonal skills with the ability to build relationships and collaborate effectively.
Ability to motivate and manage a team to achieve service delivery goals.
Experience with service management tools (e.g., ServiceNow, BMC, etc.) is a plus.
Good understanding of and motivation for working in the regulated pharmaceutical environment
Strong sense of urgency handling critical issues with possible high business impact and allocating resources accordingly.
Ability to prioritize and manage multiple demands, projects and cross-functional teams
Proven experience in global IT service delivery or IT service management
Ability to involve and communicate effectively with necessary stakeholders, understand business requirements
Fluent in English language, German is a plus
Broad range of activities, tasks, and projects
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 (multisport card)
Fishing for Friends program – our referral 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

Is IT in your DNA?