Service Delivery Manager (Airborne Communication Products)

Einleitung

In this role, you are responsible for ensuring the end-to-end execution of customer projects/contracts during the in-service phase. Your primary focus is to secure high levels of customer satisfaction by managing costs, quality, and timelines. Acting as a key interface, you will align internal departments, external partners, and customers to ensure operational excellence, manage service performance (SLAs), and drive continuous improvement through strategic change and risk management.

Aufgaben

• 1. 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 branch offices as the central point of contact.
  • Define service requirements, support procurement activities, and manage internal capacity planning to ensure smooth delivery.

  1. 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.

  1. 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 of change requests and coordination of technical and organizational workshops.
  • Enhance problem and performance management practices to improve operational stability and service quality.

  1. Customer Relationship & Communication

  • Maintain professional customer communication through proactive account management, escalation handling, and regular status reporting.
  • Serve as the key interface between customers, internal departments, external providers, partners, subcontractors, and branch offices.

Platzhalter Job Ad Video (Nicht entfernen)

Qualifikationen

• 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), preferably within a global organization.

  Technical & 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 conducting performance evaluations and cross-departmental cooperation.

  Communication & Customer Focus:

  • You have a track record of building strong customer relationships and proactively improving customer satisfaction.
  • Fluency (C1) in both German and English (written and spoken) completes your profile.

Kontakt und weitere Informationen

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