Service Delivery Manager

The world is more connected than ever before and the pace of change is bewildering. We deliver the best combination of technology and services to enable our clients to fulfil the diverse needs of their customers. By fostering a deeply and personal relationship with our clients we want to improve the lives of people and organizations.
Axians is the VINCI Energies brand dedicated to ICT and Digital Transformation. Were present across 38countries with more than 17 000 employees and an annual revenue of more than 3.8billion euros in 2025.
The best of ICT with a human touch.

Why Join Axians European Institutions Team
Multicultural Environment: You will work alongside professionals from all over the world fostering a diverse and enriching workplace.
Diverse Projects:Engage in impactful projects with cutting-edge technological advancements facilitated by European Institutions.
Skill Development: Work in a knowledge-driven environment where youll continually develop both technical and professional skills through exposure to complex projects.
Long-term Opportunities: Our partnerships with European Institutions offer stable long-term roles where you can make a real difference on a European scale.
Contributing to European Initiatives:Make a meaningful impact on regional and global challenges.

We are seeking aService Delivery Managerto join our team in Darmstadt (Germany).

Responsibilities

• Monitor manage and optimize SLA/SLT performance ensuring service delivery meets agreed standards and business expectations;
• Build and maintain strong client relationships acting as the primary point of contact for service governance and operational discussions;
• Identify opportunities for Continuous Service Improvement (CSI) and drive initiatives that enhance service quality efficiency and customer satisfaction;
• Coordinate and manage service escalations ensuring timely resolution of incidents and effective stakeholder communication;
• Support internal and external audits ensuring compliance with agreed processes policies and service management best practices.

Requirements

• 58 years of experience in IT Service Management preferably within a managed services or Service Desk environment;
• Strong knowledge of ITIL v4 principles and best practices; ITIL certification is considered a plus;
• Proven experience managing Service Desk services and client-facing support contracts;
• Hands-on experience with Jira Service Management and related service management tools;
• Strong communication stakeholder management and problem-solving skills;
• Ability to work in a dynamic environment and manage multiple priorities effectively.

Miscellaneous

• EUcitizenshipisrequired;
• C1/C2 Englishisrequired (both written and spoken).