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Senior IT Service Delivery Manager
WizardTalesCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer-facing service delivery and coordinating technical teams while effectively communicating in both German and English. Proficient in incident management and ticketing systems, with a strong focus on improving workflows and customer satisfaction.
Highest-signal resume keywords
Fluent German CommunicationCustomer-Facing Service DeliveryIncident Management ExperienceTechnical CoordinationITIL Familiarity
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Communicate with customers in German through calls, meetings, emails and ticket updates
- Ensure every ticket has an owner, priority and clear next steps through resolution
- Coordinate engineers and colleagues, clarify responsibilities and remove blockers
- Prioritize urgent incidents, customer commitments and planned work based on impact and capacity
- Identify delays and risks, manage escalations and keep customers informed
- Improve workflows, documentation and communication
- Provide management with concise updates on progress, outstanding issues and decisions requiring attention
Requirements
What you’ll need- Minimum of five years of relevant industry experience in IT services, managed services, cloud infrastructure or a closely related field
- Demonstrated experience managing customer-facing service delivery and coordinating technical teams
- Fluent spoken and written German, supported by a German language certificate
- Strong English communication skills
- Experience with ticketing systems, incident management, service commitments and customer escalations
- Technical understanding sufficient to discuss IT issues and coordinate with engineers
- Strong organization, sound judgment and consistent follow-through
- Ability to work independently and communicate proactively in a remote environment
- Experience supporting German-speaking customers and familiarity with ITIL practices would be an advantage
Benefits
Comp & perks- Permanent employment
- 6-month probation period
- 40 hours/week
- 15 days of annual leave
- Fully remote work from India
- Respectful, supportive and collaborative team culture
- International working environment with German-speaking customers and colleagues
- Trust, ownership and opportunity to influence how the company works
- Healthy work-life balance, realistic planning and sustainable workloads
- Opportunities to learn, develop professionally and grow responsibilities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementTicketing SystemsService CommitmentsTechnical UnderstandingWorkflow Improvement
Soft Skills
Strong OrganizationSound JudgmentProactive CommunicationIndependent Work
Certifications & Qualifications
German Language Certificate
Industry Keywords
IT ServicesManaged ServicesCloud InfrastructureCustomer EscalationsRemote Environment