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About the Role

As a Service Delivery Manager, you will be responsible for meeting contractual and financial agreements, ensuring customer satisfaction, and developing existing customer relationships. You will act as the central interface between the customer, account executive, and operations, managing services, leading the account team, and serving as the primary contact for service-related issues and escalations. Your responsibilities also include reporting, cost control, managing additional business opportunities, and ensuring service delivery according to contractual terms.

Responsibilities

Maintain compliance with regulatory and contractual obligations, ensuring operations are secure and meet legal requirements.
Proactively manage daily relationships with customers and their representatives to ensure close proximity and high satisfaction.
Serve as the point of contact for customer issues, operations, and other service providers regarding customer concerns, complaints, opportunities, and contractual obligations.
Manage all financial aspects of the customer account, including invoicing, budgeting, closing, forecasting, and internal billing.
Evaluate the quality of work performed by service teams (reports, project deliverables, etc.) to ensure consistency and accuracy of information.

Requirements

Several years of experience in the outsourcing and IT environment.
Experience in providing customer services for developing, maintaining, and improving customer relationships.
Excellent customer relationship management and communication skills to understand customer concerns and requirements.
Very good understanding of financial management in an outsourcing environment.
Fluent German and English language skills, both written and spoken.

Location

Germany

Work Type

Hybrid
Flexible working hours

Benefits

Flexible working time and time-off models
Mobile working – also hybrid from home
Company bike program
Mobility budget
Diverse training and development opportunities
International network
Cooperation with the pme family service
Deferred compensation – secure in old age
Extended sick pay
Health offers
Attractive workplace for people with disabilities
Keep-in-touch program fareWelcome!
Work-life balance
Employee discounts
Team and sports events

About the Company

Capgemini is a global business and technology transformation partner for organizations.
The company supports them in their dual transformation for a more digital and sustainable world, always focused on tangible progress for society.
Capgemini is a responsible, diverse corporate group with over 55 years of history and 350,000 employees in more than 50 countries.
Clients trust Capgemini to unlock the potential of technology for the full breadth of their business needs.
Capgemini develops comprehensive services and end-to-end solutions with its strong strategy, design, and engineering expertise.
It leverages its leading expertise in AI, generative AI, cloud, and data, as well as profound industry expertise and its partner ecosystem.
The group achieved revenues of 22.1 billion euros in 2024.

Equal Opportunity

Capgemini lives diversity in the workplace. Diversity inspires and drives innovation in our company.
We particularly welcome applications from qualified talents, regardless of origin, nationality, gender, skin color, ethnic and social origin, religion, age, disability, sexual orientation, and life phase.