Service Delivery Manager (Airborne Communication Products)

Project & Service Delivery Management • Lead end-to-end execution of customer projects during the in-service phase, balancing cost, timeline, quality, and customer satisfaction. • Manage service and change-related topics, including impact assessments, documentation, and stakeholder alignment. • Coordinate internal teams, external providers, partners, subcontractors, and industry offices as the central point of contact. • Define activities service requirements, support procurement, and manage internal capacity planning to ensure smooth delivery. SLA & Performance Management • Monitor and manage SLAs and service contracts, from negotiation and alignment to management reporting. • Analyze KPIs, conduct service reviews, and identify opportunities for service and process optimization. • Develop problem and performance management frameworks, including deep-dive analysis and cost reporting. Risk, Change & Problem Management • Perform risk, root-cause, and variance analyses for project or service deviations and coordinate corrective actions. • Oversee change management processes, including evaluation change requests and coordination of technical and organizational workshops. • Enhance problem and performance management practices to operational improved stability and service quality. Customer Relationship & Communication • Maintain professional customer communication through proactive account management, escalation handling, and status regular reporting. • Serve as the key interface between customers, internal departments, external providers, partners, subcontractors, and industry offices.

Education & Experience You hold a degree in a technical or business field, or a similar professional qualification. You have proven project management/leadership experience (5+ years), preference within a global organization. Technical and Process Expertise Ideally, you are familiar with common support tools and ticketing systems and have initial experience working with public sector clients. Analytical & Organizational Skills You possess excellent analytical, communication, and presentation skills, with a proven ability to prioritize tasks effectively. Leadership & Collaboration: Experienced in leading, motivating, and developing teams (technical or disciplinary), including performance evaluations and cross-departmental cooperation. Communication & Customer Focus: You have a track of building strong customer relationships and proactively improving customer satisfaction. Fluency (C1) in both German and English (written and spoken) completes your profile.

Career opportunities Company Medical Officer Corporate Childcare Flexible working hours Own Initiatives Vacation Allowance Christmas bonus Company Employee Home Office Public Transport Ticket Coaching Offers Comprehensive Induction Fitness Offers Incentives and Events Training opportunities The employee benefits listed vary by company and may differ depending on the position and department. .