Senior Service Delivery Manager (m/f/d)

Design the digital future with us! We are looking for personalities with team spirit, who share our passion for the protection of identities and data, think forward and work together with us on secure digitalization solutions. We are convinced that changes bring new opportunities for development and innovation. We offer you an attractive working environment with diverse career opportunities and a safe professional future. We are looking for you as a senior service delivery manager for the Bonn site at the next time. Company: Xecuro GmbH Location: Bonn Contract type: unlimited contract

Management of the fulfillment of service-relevant contracts and agreements with customers (e.g. Service Level Agreements) as well as the acquisition of operational responsibility for technical services and services Coordination of Major Incidents and Responsibility for Troubleshooting and Support for Implementation Responsors in Operation of Complex Changes, Major Incidents and Problems Take responsibility for the Service Catalogue Management, the Service Design, the Service Level Management and the related processes in the ITSM tool Active participation in the processing of customer requirements, in the creation of offers, customer contracts and performance agreements (SLAs) as well as consulting sales Development of measurement variables for the control of service quality (KPI) and their implementation as well as regular quality reviews for increasing service quality, including initiation of quality improvement measures Creation of SLA/KPI reports, data management to improve performance and preparation and presentation of information for management Active participation in the further development of strategic topics in the field of service operations and identifying trends for the continuous improvement of customer satisfaction

Complete studies in the field of Business Informatics, Computer Science, Natural Sciences, Industrial Engineering or Business Administration or a comparable qualification Insufficient professional experience in service level management for technically demanding products as well as in the coordination of a complex service operation and in the control of partners and suppliers Practical knowledge in the application of the instruments of project, risk and stakeholder management, project controlling and reporting as well as experience in process management and process optimization Certification according to ITIL (preferably ITIL Expert) or comparable certification Experience in dealing with evaluation and visualization tools such as PowerBI, MS Excel etc. as well as with the common tools to support knowledge management, such as MS SharePoint, Confluence etc. Very good German and good English skills in word and writing Sovereign appearance, diplomatic skill across different hierarchical levels, team spirit as well as organizational ability and a self-responsible and customer-oriented way of working

Achieve more together: great team spirit in a competent and future-proof working environment with unique projects Attractive working conditions: balanced balance between work and private life thanks to flexible working models and periods and 30 days holiday a year Modern work equipment: top equipment, modern technology stack and innovative collaboration tools Personal development: individual training opportunities as well as specialist and executive programs Optimum transport connection: attractive location in central location Offers to stay healthy: sports cooperation, prevention courses and events Other extras: occupational pensions, support measures for childcare and care for relatives