IT Service Delivery Expert

Quick Facts

• Role: IT Service Delivery Expert (m/w/d)
• Focus: Operational service steering and continuous improvement for enterprise data management services
• Work style: Hybrid work; mobility option to work from an EU country

Description

You will be responsible for the operational management and continuous improvement of defined IT services in enterprise data management, ensuring service quality under agreed service levels. Working with internal subject matter experts and external service providers, you will analyze service performance, monitor KPIs, and coordinate service reviews, escalations, and improvement initiatives. You will also help evolve service management processes, governance structures, and standards in an international context and support the transformation of the IT service landscape.

Responsibilities

• Operate and continuously improve defined data-management services, ensuring quality against service levels
• Analyze service performance with internal teams and external providers and identify optimization potential
• Track relevant service KPIs and present results transparently to stakeholders
• Lead service reviews, escalations, and structured improvement initiatives to increase service satisfaction
• Develop processes, governance structures, and service management standards with international teams
• Support IT service landscape transformation and broader digitalization efforts

Requirements

• Completed degree in Informatics, Business Informatics, Data Management, or a comparable qualification
• More than 8 years of professional experience, including at least 3 years in Service Delivery Management, IT Service Management, or a comparable area
• Experience with master data systems (e.g., SAP MDG) at user level
• Familiarity with data disciplines (data logic, master data software) and operational data management
• Experience with service KPI analysis, deriving improvement measures, and coordinating stakeholders professionally
• Advantage: knowledge of ITIL methods, international service organizations, and managing external service providers
• Service orientation, analytical mindset, initiative, and ability to align different interests
• Fluent English and at least basic understanding of German (B2 or higher)

Benefits

• Structured onboarding
• Hybrid work and possibility to work remotely from an EU country
• Company parking with electric charging stations
• Health offers
• Development programs
• Long-term account
• Attractive compensation package according to IG Metall NRW, including vacation and Christmas pay and additional special payments