About Company
Are you ready to elevate service excellence and drive operational success? Career.zycto is a dynamic force in the IT sector, dedicated to delivering cutting-edge solutions and unparalleled client satisfaction. We empower our teams to innovate, collaborate, and excel, fostering an environment where an IT Service Delivery Manager can truly make an impact. Join us in shaping the future of service delivery, where your expertise in streamlining processes, managing vendor relationships, and ensuring high-quality IT services is not just valued, but essential to our mission. We champion growth, continuous improvement, and a culture of performance.
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Job Description
Career.zycto is seeking a highly motivated and experienced IT Service Delivery Manager to join our robust team in Brackel, Dortmund. In this pivotal full-time role, you will be the linchpin connecting our IT services with business objectives, ensuring the seamless and efficient delivery of high-quality IT solutions to our internal stakeholders and external clients. We are looking for an individual with a proven track record of managing complex IT service environments, driving continuous improvement, and fostering strong relationships with both technical teams and business units.
As our IT Service Delivery Manager, you will be responsible for the end-to-end lifecycle of IT services, from strategy and design through transition and operation, always with an eye towards optimization and user satisfaction. You will play a critical role in defining service level agreements (SLAs), monitoring performance against these targets, and implementing robust service improvement plans. This position requires a strategic thinker who can not only troubleshoot immediate issues but also anticipate future needs and proactively implement solutions that enhance our overall IT service delivery framework.
You will lead a dedicated team, guiding them in best practices for incident, problem, and change management. Your leadership will ensure that our IT operations are resilient, scalable, and secure, meeting the evolving demands of our dynamic business landscape. Beyond technical oversight, this role demands exceptional communication skills to translate complex technical concepts into clear, actionable insights for non-technical stakeholders. You will manage vendor relationships, negotiate contracts, and ensure that third-party services align with our strategic goals and operational standards.
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This is an immediate hire opportunity for a professional who thrives in a fast-paced environment and is passionate about driving operational excellence. If you are an IT leader who can inspire teams, implement world-class service delivery models, and are committed to continuous innovation, Career.zycto offers an unparalleled opportunity to contribute significantly to our growth and success. We value proactive problem-solvers who are adept at balancing strategic vision with meticulous execution, ensuring that our IT services consistently exceed expectations and directly support our organizational mission.
Key Responsibilities
- Manage the end-to-end delivery of IT services, ensuring alignment with business objectives and SLAs.
- Lead, mentor, and develop a team of IT professionals, fostering a culture of high performance and continuous improvement.
- Develop, implement, and maintain IT service management (ITSM) processes, including incident, problem, change, and request management.
- Monitor and report on service performance against agreed-upon SLAs and KPIs, initiating corrective actions as needed.
- Act as the primary point of contact for key stakeholders regarding IT service performance and issues.
- Manage vendor relationships and contracts, ensuring services meet quality standards and provide value.
- Identify opportunities for service improvement and drive initiatives to enhance efficiency, reliability, and user satisfaction.
- Oversee budget planning and management for IT service delivery operations.
- Ensure compliance with regulatory requirements and internal policies related to IT service delivery.
- Facilitate effective communication between IT teams and business units.
Required Skills
- Proven experience in IT Service Delivery Management (5+ years).
- Strong understanding of ITIL framework and best practices (certification preferred).
- Excellent leadership and team management skills.
- Demonstrated ability to manage complex IT projects and services.
- Proficiency in IT service management (ITSM) tools.
- Exceptional communication, negotiation, and stakeholder management abilities.
- Strong analytical and problem-solving capabilities.
- Fluency in English.
- Ability to work effectively in a fast-paced, dynamic environment.
Preferred Qualifications
- Bachelor's or Master's degree in Information Technology, Computer Science, or a related field.
- ITIL Expert or Master certification.
- Experience with specific ITSM platforms (e.g., ServiceNow, Jira Service Management).
- Knowledge of cloud service delivery models (IaaS, PaaS, SaaS).
- Familiarity with cybersecurity principles and risk management.
- German language proficiency.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and public holidays.
- Opportunities for professional development and continuous learning.
- Dynamic and collaborative work environment.
- Access to cutting-edge technology and tools.
- Pension scheme contributions.
- Employee assistance program.
- Flexible working arrangements where possible.
- Company-sponsored social events.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience in IT service delivery and leadership. We look forward to reviewing your application.
