Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The "Service Delivery Leadership" department represents our services to key internal and external stakeholders, working closely with Sales, Service Management, and internal service providers to ensure services are delivered according to agreed quality, cost, and business requirements. This is a high-performing environment ideal for talent development, where leaders are expected to challenge constructively, drive service improvement, and maintain service relevance, competitiveness, and customer focus.

Responsibilities

Lead an extensive international service delivery team of approximately 300 employees across core countries, nearshore, and offshore locations.
Ensure the department meets customer commitments, service levels, cost targets, and business objectives.
Build strong relationships with Sales, Service Management, customers, and senior stakeholders.
Inspire, motivate, and develop a diverse global team of around 300 employees.
Ensure services are delivered in line with agreed SLAs, customer expectations, operational standards, and contractual obligations.
Take responsibility for functional performance regarding headcount, utilization, cost optimization, and P&L targets, ensuring prerequisites for business opportunities are met.
Collaborate with Sales, customers, and Service Management to understand customer challenges and identify new business opportunities.
Manage complex customer escalations, drive service improvement plans, and ensure teams focus on rapid issue resolution in high-pressure environments.
Ensure governance and security, including service delivery's role in business review acceptance, service changes, operational security, and adherence to policies, processes, and company values.
Build trusted relationships with senior internal stakeholders, customers, and service partners, maintaining a company-wide presence and representing the department.
Contribute to a global "one-team" leadership approach by collaborating across functions and countries to achieve high-quality service outcomes.

Requirements

Possess extensive experience in managing complex service operations within a large organization, understanding service delivery and potential improvements.
Ability to balance customer, operational, and business priorities, with experience working with targets for utilization, costs, service quality, and customer outcomes.
Demonstrable experience collaborating with Sales, customer-facing teams, and senior decision-makers.
A confident and self-motivated leader who maintains an overview in a fast-paced environment and handles escalations judiciously.
Strong written and verbal communication skills, with the ability to articulate concisely and effectively to executives and management.
Ability to navigate a complex organization, weigh facts, data, and decision-maker perspectives, and collaborate across functions, countries, and cultures.
Experience in motivating, inspiring, and developing large teams and leadership communities.
Willingness to undertake regular international business travel.
Very good English language skills, both written and spoken (minimum C1 according to the Common European Framework of Reference for Languages).

Skills

Service Delivery Leadership
Stakeholder Management
Customer Relationship Management
Team Leadership
Operational Excellence
Cost Optimization
P&L Management
Sales Collaboration
Service Level Agreements (SLAs)
Escalation Management
Governance
Security
Cross-functional Collaboration
International Team Management
English (C1)

Location

Germany
Kerpen, Germany
Berlin, Germany
Dortmund, Germany
Düsseldorf, Germany
Erfurt-P, Germany
Essen, Germany
Frankfurt, Germany
Hamburg, Germany
Hannover, Germany
Kassel, Germany
Kiel, Germany
Köln, Germany
Leipzig, Germany
Ludwigshafen, Germany
München, Germany
Nürnberg, Germany
Stuttgart

Work Type

Full-time

Experience Level

Management

Benefits

Stability
Mobile Working
Flexible Working Hours
30+ days of vacation
Public Holiday Leave
Paid Special Leave
Professional Development (internal/external training, certifications, conferences, mentoring, coaching)
Company Culture (informal 'Du' across all levels)
Pension Schemes (company savings plans, company pension)
Health Support (life situation coaching, health training)

About the Company

Computacenter is an international IT company with a 40-year history of success.
Approximately 7,000 employees in Germany drive digital transformation by developing IT strategies, implementing new technologies, and managing complex infrastructures for major companies and public clients.
As an independent partner to leading IT manufacturers (e.g., Microsoft, Apple, IBM, HP, Cisco, Intel), Computacenter operates in all relevant technology areas, including Cyber Security, Cloud, Artificial Intelligence, agile software development, and workplace solutions for the Smart Factory.
The company values its diverse workforce, their potential, and individual life plans.

Equal Opportunity

Applications are welcome regardless of gender, age, sexual orientation, nationality, ethnic and social origin, or religion.
Applications from severely disabled individuals are welcome and will be given preferential consideration in case of equal suitability.