Job Description

Infotel India is excited to announce an opportunity for a bilingual Service Delivery Manager, proficient in German at C1 level, to join our dynamic team. In this role, you will oversee the delivery of IT services for our diverse clientele, ensuring that all customer requirements are met with excellence and precision.
Responsibilities

• Manage the end-to-end delivery of IT services, ensuring compliance with service level agreements (SLAs) and maintaining high customer satisfaction.
• Facilitate communication between clients and service delivery teams, ensuring that German-speaking customers receive tailored support.
• Implement and oversee service delivery processes, fostering a culture of continuous improvement.
• Analyze service performance metrics, identifying trends and areas for enhancement.
• Lead a team of service delivery professionals, providing support and mentoring as needed.
• Address and resolve escalated customer issues swiftly and effectively.
• Build and maintain strong relationships with clients, gathering feedback and understanding their evolving needs.
• Stay informed about industry trends and best practices related to service delivery management.

Requirements

• 12+ years of experience in service delivery management or a related field.
• Fluency in German at C1 level, with excellent verbal and written communication skills.
• Demonstrated experience in meeting SLAs and delivering IT services successfully.
• Strong familiarity with the ITIL framework and service management best practices.
• Exceptional leadership, organizational, and interpersonal skills.
• Proficiency in problem-solving and conflict resolution.
• A customer-centric approach to service delivery.
• Experience in the IT consulting sector is highly desirable.
• Relevant certifications such as ITIL Foundation or ITIL Practitioner are advantageous.

Benefits
What we offer

• Family Leave (Maternity, Paternity)
• Training & Development
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• The Work Environment is stimulating, creative, open, informal and it is based on teamwork, mutual trust and fairness for all. The open work environment gives each employee to be expert in the desired area and great learning opportunities to grow with the organization. Our unique culture supports open dialogue, candid feedback, and enduring relationships. We treat each other with dignity and respect, as human beings first, professionals second.

Skills Required