20 beste Stellen als aws in mannheim, bw – aktuell auf Personalsuche

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aws jobs near mannheim, bw

Service Delivery Manager (EUC)

Allied digital service limited -
Mannheim

Direkt bewerben

Details zur Stelle

Vollzeit
Bis zu 75.000 € pro Jahr

Qualifikationen

Jira
Azure
Informatik
Remedy
Informationssysteme
AWS
Bachelor
ServiceNow
Erfahrung in der IT
Deutsch

Vollständige Stellenbeschreibung

Role: IT Service Delivery Manager (EUC)

Location: Sandhofer Str. 116, 68305 Mannheim, Germany (1 FTE)

Employment Type: Full-time
Department: IT Services
Budget: € 75,000.00 (Gross Salary)

Role Overview

As an IT Service Delivery Manager, you will be responsible for ensuring high-quality, efficient delivery of IT services to internal and external stakeholders. You will manage service performance, lead support teams, maintain strong relationships with clients or business units, and ensure services are aligned with SLAs and business goals.

Key Responsibilities

Manage IT Service Delivery Operations:

Should have in-depth knowledge of the EUC Services (Deskside support, Desktop/Laptop/Tablet/Mobile Break-Fix support, EUC devices Lifecycle services, Field services, Depot Services, Asset Management, Spares Management & Disposal services)
Manage and coordinate the delivery of transitioning End User Services in a global customer environment
Single Point of Contact for operational, customer escalations and relationships for assigned services and countries
Responsible for resource management, selection, hiring and people management duties for supporting contracted services
Manage SOW, contracts, and vendors with respect to the timely delivery of services
Manage cross-functional aspects of all tower projects
Oversee daily service operations and ensure continuity of services.
Ensure compliance with agreed SLAs and KPIs.
Manage Incident, Service Requests, Problem, and change management processes.
Prepare, Present and track action items from regular weekly and monthly service reviews
Well versed in ITSM tools like Service Now / Remedy, Jira etc.
Able to create and manage the project dashboards in above ITSM tools for daily monitoring

Team Leadership & Coordination:

Lead and mentor IT support and service teams.
Coordinate cross-functional efforts with infrastructure, applications, and security teams.

Client/Stakeholder Relationship Management:

Serve as the primary point of contact for service delivery issues.
Build trust and satisfaction through consistent, high-quality service delivery.

Project Financials:

Understand the monthly billing methodology
Prepare, present and get necessary approvals for regular billing
Understand the project PnL and find ways to improve profitability
Understand the penalties associated with the SLAs and make all efforts to keep them to minimal

Service Improvement & Strategy:

Analyze performance metrics and identify areas for improvement.
Drive service improvement plans and implement best practices (e.g., ITIL framework).
Participate in budget planning, capacity planning, and vendor management.

Project Participation:

Support or lead service-related IT projects (rollouts, upgrades, migrations).
Ensure smooth transition from project delivery into service operations.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field.
10+ years of overall IT experience
5+ years of experience in IT service management or a similar role.
Strong understanding of ITIL principles (certification preferred).
Excellent communication, problem-solving, and stakeholder management skills.
Proven ability to lead teams and manage high-pressure situations.
Experience with service management tools (e.g., ServiceNow, Jira, BMC Remedy).

Preferred Qualifications

TIL v4 Foundation or higher.
Experience with cloud platforms (e.g., AWS, Azure).
Familiarity with ISO/IEC 20000 standards.
German language proficiency (if relevant to your location or business).

Soft Skills

Strong customer focus
Analytical thinking
Conflict resolution
Ability to manage competing priorities

Job Type: Full-time

Pay: Up to 75.000,00€ per year

Work Location: In person

Direkt bewerben

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