Managed Services Lead / Service Delivery Manager

About Us

We are a fast-growing IT services and cloud solutions company with ambitious growth targets and a strong customer focus. As we continue to scale, we are building a structured, scalable, and high-performing Managed Services organization.

To achieve this, we are looking for an experienced Managed Services Lead / Service Delivery Manager who will take full ownership of building and professionalizing our Managed Services function.

Your Role

As the Managed Services Lead, you will be responsible for the strategic development and operational leadership of our Managed Services organization.

Your mission is to build a structured, scalable service organization and ensure clear operational excellence across all managed accounts.

A key priority of this role is to establish and enforce a clear structural and operational separation between the project organization and the operations (managed services) team, ensuring clean handovers, defined ownership, and long-term service stability.

Your Responsibilities

• Build, structure, and scale the Managed Services organization

• Ensure clear separation and accountability between project and operations teams

• Take full ownership of Service Delivery Management, serving as the primary point of contact for C-level stakeholders of major customers

• Build, hire, structure, and continuously develop the Managed Services team

• Make staffing and organizational decisions to support growth and operational excellence

• Drive team transformation, performance management, and capability development

• Define and implement service processes, SLAs, KPIs, and governance frameworks

• Establish professional Service Delivery standards

• Oversee service quality, SLA compliance, escalation management, and customer satisfaction

• Design and implement structured transition and onboarding processes from project to operations

• Manage budgeting, resource planning, and service profitability

• Lead service reviews, ensure long-term customer satisfaction, and strengthen strategic partnerships

• Lead and develop the Managed Services team

Your Profile

• Several years of experience in Managed Services and/or Service Delivery Management

• Proven experience in building or transforming service organizations

• Strong understanding of IT operating models (e.g., ITIL-based environments)

• Leadership experience with the ability to scale teams in a growing company

• Strong process orientation and structured working style

• Entrepreneurial mindset with hands-on execution capability

• Excellent communication skills

• Fluent in English (German is a plus)

  
  

What We Offer

• A key leadership role in a rapidly growing company

• High level of ownership and strategic impact

• Opportunity to shape and build a service organization from the ground up

• Flexible working model (remote possible)

• Competitive compensation model

• Modern technologies and fast decision-making processes

• B2B or employment contract 

• Industry leading healthcare and comprehensive medical coverage (Luxmed) 

• Opportunities to enhance your qualifications  

• Customizable 1-on-1 English or German lessons  

• Opportunities to network and connect (get-togethers, team-building events) 

• Employee referral programme 

• Flexible working schedule