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MAM Gruppe work solely with top-tier clients seeking talented candidates to fill their positions. View the job roles below and let us begin the next steps towards elevating your career.

IT Service Delivery Manager

MAM Gruppe
Posted on 14/Nov/2019
  • IT Security
  • Full-Time
  • Frankfurt, Germany


Your tasks

  • Operational contract management: control and monitoring of the service provider(s) based on the agreed service level agreements and/or KPIs, review of the agreed services, identification of deviations, provision of action plans and their implementation. 
  • Interface to the service provider in all matters; technically, procedurally, systemically, contractually and financially.
  • Ensuring and coordinating the invoicing and payment process of the service provider.
  • Coordination of regular operational reviews with external partners and internal support units, including the necessary managers from the departments.
  • Design and implementation of IT service management processes with focus on incident management.
  • Participation in the anchoring of provider management in the organisation, in particular development of operational interfaces and development of the working model, continuous development of the service sourcing strategy.
  • Development and management of supporting contracts of own internal operational level agreement (OLA) or underpinning contracts (UC) subcontractors and suppliers. 
  • Cooperation in certification and audit procedures.


Your profile

  • Extensive experience in IT service & support and contract management.
  • ITIL certification beneficial.
  • Knowledge of process design in IT service management.
  • 3-6 years of work experience in a similar position.
  • Successful graduation with economic, technical or information technology orientation.
  • Convincing personality in terms of technical control of internal and external units.
  • Very good English and German skills. 
  • Organisational skills, communication strength and assertiveness.
  • Good Microsoft Office and PC skills, as well as presentation security.
  • Other desirable IT skills: basic knowledge of; Network, Microsoft O365, Active Directory, Lotus Notes, SAP.