Senior IT Service Delivery Manager

• Communicate with customers in German through calls, meetings, emails and ticket updates
• Ensure every ticket has an owner, priority and clear next steps through resolution
• Coordinate engineers and colleagues, clarify responsibilities and remove blockers
• Prioritize urgent incidents, customer commitments and planned work based on impact and capacity
• Identify delays and risks, manage escalations and keep customers informed
• Improve workflows, documentation and communication
• Provide management with concise updates on progress, outstanding issues and decisions requiring attention

• Minimum of five years of relevant industry experience in IT services, managed services, cloud infrastructure or a closely related field
• Demonstrated experience managing customer-facing service delivery and coordinating technical teams
• Fluent spoken and written German, supported by a German language certificate
• Strong English communication skills
• Experience with ticketing systems, incident management, service commitments and customer escalations
• Technical understanding sufficient to discuss IT issues and coordinate with engineers
• Strong organization, sound judgment and consistent follow-through
• Ability to work independently and communicate proactively in a remote environment
• Experience supporting German-speaking customers and familiarity with ITIL practices would be an advantage

• Permanent employment
• 6-month probation period
• 40 hours/week
• 15 days of annual leave
• Fully remote work from India
• Respectful, supportive and collaborative team culture
• International working environment with German-speaking customers and colleagues
• Trust, ownership and opportunity to influence how the company works
• Healthy work-life balance, realistic planning and sustainable workloads
• Opportunities to learn, develop professionally and grow responsibilities