IT Service Delivery Manager M - F H/F Teamwork

Do you want to manage the quality and performance of strategic IT services in an international environment? Do you enjoy combining customer relationship management, governance, and technological expertise? This role is for you!

At TeamWork, operational excellence, innovation, and customer proximity are at the heart of our mission. With over 1,200 employees in 20 countries, we support major industrial and service companies in their digital transformation projects: SAP, Cloud, Data, and Innovation.

Recognized as a Great Place to Work®, we offer an environment where autonomy, high standards, and team spirit come together every day.

Position Summary
We are looking for an experienced IT Service Delivery Manager (SDM) to lead the delivery in IT Ops department for our clients. The SDM is accountable for ensuring seamless service operations, meeting contractual obligations, and driving continuous improvement across IT services. This role requires strong leadership, understanding of cloud and infrastructure environments, and excellent customer management skills.

Key Responsibilities

- Oversee the end-to-end delivery of the Run (cloud, infrastructure, but not only) support services and projects for assigned clients.
- Act as the primary point of contact for service delivery matters, ensuring high levels of client satisfaction.
- Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and compliance requirements.
- Manage and coordinate cross-functional teams including cloud engineers, infrastructure specialists, and support teams.
- Conduct regular service reviews with clients, providing performance reports, risk assessments, and improvement plans.
- Proactively identify and resolve service issues, acting as the main escalation point.
- Drive operational excellence by implementing ITIL best practices, service monitoring, and reporting.
- Support transition phases during cloud migrations, ensuring minimal disruption to business operations.
- Collaborate with project managers and solution architects to ensure service readiness for new deployments.
- Follow-up and report on contracts financials aspects (internal and to client)
- Identify opportunities for service enhancements, cost optimization, and new solutions for clients.