Service Delivery Manager

Ensure effective coordination and service delivery within a 24/7 operational environment (rotational shifts).

Drive and ensure successful project and service delivery across assigned countries, including HEM subsidiaries and OC (countries without legal entities or local representation).

Collaborate closely with GSDM, PMO, SDMs, local teams, partners, and internal departments to ensure project objectives and service delivery targets are achieved.

Monitor and manage CM2 targets across all countries within the project scope.

Ensure local teams and external partners are properly trained on ticket management processes and tools.

Monitor tickets proactively across internal, customer, and third-party tools to ensure timely resolution and adherence to SLAs.

Identify potential SLA breaches, service risks, and operational issues and proactively coordinate with local teams and partners for resolution.

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile - we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids Family. That s why Hemmersbach is The Social Purpose IT Company.

• Onboarding program
• Buddy program
• Cafeteria