We are a dedicated IT service provider supporting a leading bank. As we continue to grow and deepen our collaboration with the bank’s management, we are looking for an experienced Service Delivery Manager (SDM) to join our team.

This role is critical in maintaining operational excellence, ensuring high-quality service delivery, and building strong relationships with our client and internal teams.

Key Activities:

• Act as the primary point of contact for service delivery-related topics with our banking client.
• Monitor service performance and ensure adherence to defined SLAs and KPIs.
• Oversee the incident management process, ensuring timely identification, logging, and resolution of incidents.
• Analyze performance data, generate reports, and initiate improvement actions based on incident trends and service performance.
• Facilitate regular service review meetings with the client to discuss performance, incidents, and improvement initiatives.
• Support internal teams in handling customer escalations and operational challenges, particularly those related to incidents and service disruptions.
• Ensure service quality, risk management, and continuous improvement practices are in place, with a focus on minimizing incident impact.
• Act as ITIL process owner/manager, ensuring adherence to ITIL best practices within the organization, particularly in incident and problem management.
• Collaborate with project managers on planning and aligning service activities with ongoing initiatives, ensuring incident management processes are integrated.
• Coordinate with cross-functional teams to ensure service readiness and availability, including proactive measures to prevent incidents.

Education:

Tertiary degree and/or professional qualifications/experiences in IT related

Required Qualifications:

• 5 to 8 years of experience in IT provider management or service delivery roles
• Strong knowledge of ITIL framework; ITIL certification preferred
• Hands-on experience with SLA/KPI tracking, incident and problem management
• Familiarity with service monitoring tools and reporting dashboards
• Proven ability to manage client relationships and navigate complex environments
• Experience in project planning and service transition is a plus
• Fluency in English; German language skills is a plus

Soft Skills:

• Strong interpersonal and communication skills
• Proactive and solution-oriented mindset
• High level of flexibility and adaptability
• Team player with a collaborative approach
• Strong organizational and time management skills
• Ability to work independently and manage multiple priorities
• Calm and composed under pressure

Why Join Us:

• Work in a dynamic and international environment
• Contribute to meaningful services in the financial sector
• Engage in continuous professional development
• Enjoy a collaborative and supportive work culture