Senior Service Delivery Manager

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🕒 March 2

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Bundesdruckerei-Gruppe

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

🔒 Cybersecurity

🤝 B2B

Government • Cybersecurity • B2B

Bundesdruckerei-Gruppe is a German federally owned technology and security group that delivers secure printing, identity documents, and digital trust solutions. The group provides products and services for digital identities, e-government, e-health, secure infrastructure, and cybersecurity, serving public administrations and other highly regulated sectors (finance, healthcare, industry). It focuses on strengthening Germany's and Europe's digital sovereignty through secure hardware, software, and trust services.

📋 Description

• Manage the fulfillment of service-related contracts and agreements with customers (e.g., Service Level Agreements) and assume operational responsibility for technical services • Coordinate major incidents and take responsibility for incident resolution, and support operational implementation owners in handling complex changes, major incidents and problems • Assume responsibility for Service Catalogue Management, Service Design, Service Level Management and the associated processes in the ITSM tool • Actively participate in handling customer requests, preparing proposals, customer contracts and service agreements (SLAs), and advise the sales team • Develop metrics to govern service quality (KPIs) and implement them, and conduct regular quality reviews to improve service quality, including initiating measures to enhance quality • Create SLA/KPI reports, manage data to improve service delivery, and prepare and present information for management • Actively contribute to the further development of strategic topics within Service Operations and identify trends for continuous improvement of customer satisfaction

🎯 Requirements

• University degree in Business Informatics, Computer Science, Natural Sciences, Industrial Engineering, Business Administration or a comparable qualification • Relevant professional experience in Service Level Management for technically demanding products, coordinating a complex service operation, and managing partners and suppliers • Practical knowledge of project, risk and stakeholder management tools, project controlling and reporting, and experience in process management and process optimization • ITIL certification (preferably ITIL Expert) or an equivalent certification • Experience with analysis and visualization tools such as Power BI, MS Excel, etc., and with common knowledge-management tools such as MS SharePoint, Confluence, etc. • Very good German and good English skills, both written and spoken • Confident presence, diplomatic skills across different hierarchy levels, team spirit, organizational ability, and an independent, customer-oriented working style

🏖️ Benefits

• Great team spirit in a competent and future-proof working environment with unique projects • Balanced work–life integration thanks to flexible working models and hours, and 30 days of vacation per year • Top equipment, modern tech stack and innovative collaboration tools • Individual training opportunities and specialist and leadership development programs • Attractive, centrally located office • Sports partnerships, preventive health courses and running events • Occupational pension plan and supportive measures for childcare and caring for relatives