Service Delivery Head (f / m / d)

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German & English

This company represents the connected world with innovative and customer-centric IT solutions and services that contribute to the growth of companies, partners, and society.

Founded in 1986, this client is an Indian multinational technology service and consulting company. With over 145,000 employees, the company has offices in 90 countries, Germany being one of them. 

As Service Delivery Head (f / m / d) you are responsible for managing Global Delivery of services and performance to the client. 

Your Tasks

  • Support re-sales/solution/customer requirements understanding proposing appropriate solutions to grow business.
  • Ensure service availability and operational metrics to ensure accurate resolution of incidents within the agreed SLA's
  • Lead the IT transformation by managing significant growth and ramp-up, ensuring talent inflow and - retention
  • Innovate on current processes to improve efficiency of the operations and achieve high level of customer satisfaction
  • Sustainable and professional operations for large-scale delivery center, realization of cost savings and productivity gains for IT through service automation and generating constant year-over-year productivity results
  • Responsible for the development and implementation of the IT Strategy with recommendations
  • Ensuring smooth operations and transition of services from external suppliers to IT. Managing successful finalization of carve-out from business in your area of responsibility
  • Foster innovation and automation via usage of platform economy, RPA, AI and other latest technologies and globally scaling available solutions
  • Very close collaboration with local and global business and value center partners
  • Proficient knowledge of the delivery center market and constantly improve the internal delivery to market standards



Technical knowledge, skills and expertise: 

IT Service Delivery Head or equivalent , Generalist Engineer with an IT back-ground. 

At least 15+  years in IT and 10+ years in Service Delivery management in the Infrastructure context, especially in Data Center hosting services with below process skills:

  • Proven track record in managing large teams in a global organization with global delivery responsibility
  • Developing people and acting in a global organization, building networks, and working in a virtual and distributed environment
  • Strong IT and technological background are a must, savvy financial understanding and financial management capabilities plus process know-how
  • Pro-activeness and customer orientation, drive and willingness to succeed in a complex, transformational environment
  • Managing change and strong decision-making capabilities, acting fast and decisive despite uncertainty
  • ITIL – at least two intermediate levels (Service Transition & Operations) would be preferred
  • Knowledge of Data Center Technologies
  • Understanding of Asset Management (CMDB, SAM)
  • Knowledge of Lean and Six Sigma
  • Project Management – PMP/Prince 2 or similar
  • Statistical Process Control methods
  • Public Cloud Certification




Core Competencies mandatory skills:   

  • Strong understanding of Managed Services and SLA’s
  • Understanding of key Infra sub-domains like Compute, Storage, Network, Database
  • Knowledge of key technology stacks, such as VMWare, Azure, AWS and Docker
  • Strong knowledge of ITIL framework
  • European nationality required. Language: German (mandatory), English (fluent)


Required Certifications:

  • Public Cloud or any Cloud Certification is a plus
  • At least ITIL V3 foundation certified



  • Flexible working hours & remote work
  • Permanent employment
  • 30 days holiday
  • Corporate Benefits with over 600 well-known partner brands
  • Self-organization & autonomy
  • Development opportunities with more than 3000 courses for free

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Apply now and send us your application including your CV

Jetzt bewerben