German-Speaking Service Delivery Manager

German-Speaking Service Delivery Manager

• £75,000 Basic Salary

• Company Bonus Scheme

• Excellent Wider Benefits Package

• Fluent German Essential | Surrey (Hybrid) | Regular Travel to Germany

Sprechen Sie fließend Deutsch und Englisch? Dann suchen wir Sie!

Are you a German-speaking Service Delivery Manager with strong, hands-on ITIL experience?

This role needs someone who can work in German every day. You'll look after a major German client, leading service reviews, handling escalations and explaining technical issues confidently in German, as well as supporting UK customers in English. Native-level or fully fluent business German is essential, and we can only consider applicants who meet this requirement.

You'll own the day-to-day running of critical connectivity services, keep them performing against SLAs, embed ITIL processes with customers and work closely with engineers to resolve issues. A dedicated Account Manager looks after strategic relationships and account growth.

About the Company:

Our client is an established technology business delivering connectivity services across the UK and Europe. Their solutions keep transport providers connected on the move, supporting passenger Wi-Fi, CCTV and other operational systems. Long-term customer contracts give the business a stable footing, and continued growth in Germany and across Europe makes this an exciting time to join.

The Opportunity:

As Service Delivery Manager, you'll take ownership of end-to-end service delivery across a portfolio of German and UK clients. You'll be the main operational contact for your customers' Service Delivery, Incident and Operations Managers, working in German with your German customer and bridging the service desk, engineering teams and suppliers to deliver a consistently high standard of service. You'll:

• Act as the German-speaking point of contact for a major German rail customer, leading service reviews, meetings and escalations in German.

• Manage service tiers, contracted SLAs and KPIs, producing service reports and leading regular service reviews.

• Establish, embed and improve ITIL processes with customers across Incident, Problem, Change and Service Level Management.

• Run change reviews and act as the escalation point for major incidents, investigating root causes with engineers and explaining them confidently to customers in German and English.

• Oversee tiered support, lead continual service improvement and ensure new projects transition smoothly into live operation.

• Coordinate suppliers and partners, running supplier performance reviews.

• Produce standard quotations for existing products, work with Finance on invoicing and support bids with service gap analysis.

Your Background:

• Fluent or native-level German and English, both written and spoken, with the confidence to lead technical and service conversations in German. This is essential.

• A proven background as a Service Delivery Manager or IT Service Manager in a customer-facing, managed-service environment.

• ITIL Foundation certification or higher, with hands-on experience establishing and running ITIL processes with customers.

• A track record of managing services against contracted SLAs and KPIs.

• The technical curiosity to get to the bottom of operational and engineering issues, and the confidence to hold your own with direct, demanding customers.

• Experience managing suppliers and using ITSM platforms such as ServiceNow or Jira Service Management.

Apply here via LinkedIn or reach out directly for a confidential conversation.

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