Service Delivery & Project Manager (m/f/d) - 1450

At ITconfig/all, you support customers of various sizes – from small and medium-sized companies to large enterprise organizations. Accordingly, your role is versatile: in the SME environment, you coordinate the agreed IT services in direct exchange with our customers' contact persons. In the enterprise environment, you manage defined service areas and projects with multiple teams involved, clear interfaces and binding service levels. In doing so, you combine customer proximity with structured service and project management. Tasks - You are responsible for the operational management and further development of our IT services and ensure a high level of service quality and customer satisfaction. - You manage service delivery along the agreed scope of services and service level agreements (SLAs) – from resource and deployment planning, through coordination with internal departments and external partners, to monitoring service and quality targets. - You plan and manage IT projects and service transitions – from gathering customer requirements, through schedule, resource and budget planning, to the successful implementation and handover into regular operations. - You are the central point of contact for operational service and project topics. You conduct regular service reviews, agree on measures, and support the Account Management team in contract and service adjustments. - You take over operational escalation management and coordinate the teams involved to sustainably resolve disruptions, service deviations and project problems. - You create and analyze service and project reports. With relevant key figures, you create transparency about performance, quality, costs and project progress. - You identify opportunities for improvement and implement measures to standardize and further develop our service and project management processes. Qualifications - Experience in service delivery management, IT service management or managing IT projects – ideally with an IT service provider or in the managed services environment. - Experience in coordinating internal teams and external service providers, as well as in supporting customers and managing agreed services. - The ability to adapt to different customer structures – from direct exchange with management and IT managers in the mid-market to working with specialized contacts and multiple service providers in the enterprise environment. - Understanding of IT service processes, SLAs and relevant service metrics, as well as the economic aspects of service and project delivery. - Experience with ITSM, ticketing and project management systems, and confident use of common office and collaboration tools. - Knowledge of common service and project management methods. An ITIL or project management certification is an advantage. - Pronounced customer and service orientation, strong communication skills and a confident demeanor – including in demanding coordination and escalation situations. - Analytical skills, a structured and independent way of working, as well as organizational talent, reliability and teamwork skills - Very good German and at least good English skills Benefits - Personal additional benefits, tailored flexibly to your needs – e.g. job ticket, JobRad, Gympass or other additional benefits that can be arranged individually - Very good and pleasant working atmosphere in a dynamic and international work environment - Onsite, hybrid, workation – flexibility in choosing your workplace - An open communication culture with flat hierarchies and fast decision-making processes - Support for professional and personal development Find Jobs in Germany on Arbeitnow