Service Delivery Manager

Descripción del puesto:

At thyssenkrupp GSG, we are the driving force behind thyssenkrupp's global IT and Business operations. With passion and expertise, our teams design, develop, and support the applications and infrastructure that keep thyssenkrupp's worldwide business moving forward.
Just as we build resilient IT solutions, we are building our culture on Trust, Respect, and Empowerment creating space for open feedback, treating everyone equally, and giving teams the autonomy and support to grow.
By joining us, you'll:
* Drive global impact: Work on international projects that shape the digital future of industry.
* Open culture & growth: Be part of a high-tech company where your ideas matter and get access to cutting-edge tools, technologies, and training to accelerate your career.
* Team spirit: Collaborate in an environment where contributions are valued and success is fueled by teamwork.
* Work-life balance: Enjoy flexible working that keeps you connected to what matters most professionally and personally.
We're not just building IT systemswe're building the future. Ready to be part of it?

Role Summary:
You will manage endtoend service delivery for assigned services ensuring agreed outcomes are met. You will coordinate with suppliers and internal teams who oversee SLAs and OLAs and drive continual improvement. The role focuses on operational governance, stakeholder communication, and measurable service performance in ServiceNow.
Key Responsibilities:
* Own daytoday service performance and deliver agreed outcomes
* Run regular service reviews with stakeholders and suppliers and track actions to closure
* Monitor SLAs, OLAs and backlog metrics in ServiceNow and drive improvements
* Coordinate changes, releases and incident follow ups for assigned services.
* Manage risks, issues and escalations and ensure clear communication
* Align with process owners for Incident, Problem, Change, Request and Knowledge
* Maintain service documentation and ensure it stays current

Requirements(Minimum):
* ITIL Foundation and practical understanding of core ITIL processes
* Experience in service management or service delivery in a multivendor setup
* Ability to analyze data and prepare clear reports and service dashboards
* Strong coordination skills and stakeholder management
* Experience working with ServiceNow for tickets, changes, and reporting
* Experience working with technical services including infrastructure (network, servers, storage) and/or enterprise applications (SAP, nonSAP, custom apps)
Nice to have:
* Experience with contract and vendor performance management
* Experience with capacity, availability or continuity reviews
* Experience driving automation or selfservice improvements
* Clear and concise communication in English
Reports to: IT Service & Vendor Management Lead
Key Stakeholders:
* Business stakeholders and service owners
* Suppliers and vendor managers
* Process owners and the ServiceNow team

At thyssenkrupp GSG, we believe great work starts with employee. Here's what you can expect when you join our team:
* Flexible workstyle: fully remote possibilities and flexible hours (start between 7:0010:00).
* Growth & learning: guidance from experienced mentors, clear career & promotion paths, trainings platform, language classes, personal development budget.
* Wellbeing & community: private medical care, life insurance, sports initiatives, integration events, company and family activities to stay connected, even remotely.
* Extra perks: annual and anniversary bonuses, MyBenefit platform, under the pear tree holiday benefit