Service Delivery Manager (m/f/d)

Description

Go-Live is just the beginning. Make great what comes after this first step

After a project goes live, you take over. You’re the main link between our customers and our internal teams. You keep operations running smoothly, make sure we meet our commitments and build relationships that last. If you like structure, enjoy working with people and stay calm when things get busy, this role could be a great fit.

Responsibilities

• Own the post-Go-Live experience
• Set up and run service and cooperation models with our customers after Go-Live
• Make sure the operational tools (service desk, collaboration platforms) are in place and works as requested
• Define and track the KPIs that matter, such as SLAs and WIP, in line with contracts and operational needs
• Lead regular service reviews with customers on performance, quality and SLA compliance
• Keep things on track
• Handle critical issues, change requests and larger customer initiatives, and bring in Project Managers when needed
• Support the team in solving problems while keeping communication with the customer clear and open
• Check how efficient, effective and high-quality our services are
• Tackle operational issues like reliability or capacity together with the team, and make sure actions are followed through
• Keep the numbers right
• Create SLA and customer-specific reports for internal and external stakeholders
• Review time entries and prepare invoices for professional services
• Track contract volumes and support Account Managers with purchase orders
• Work smarter
• Use AI tools to automate routine tasks, speed up reporting and analysis, and keep improving how we deliver our services
• What you bring...
• Organizing comes naturally to you. You can keep track of many topics at once using Excel, Jira, MS Project or whatever gets the job done.
• You actively use AI tools day to day to work faster and better, from drafting and summarizing to analyzing data and automating repetitive tasks. You’re curious about new ways to improve how you and your team work.
• You care about details. Reports, invoices and admin work are accurate when you deliver them.
• You’re good with people. You build trust, can influence others and handle difficult conversations with confidence.
• You communicate clearly and concisely, whether you’re talking to operational colleagues or senior project stakeholders.
• You know enterprise software. You’ve worked in support for medium to large ERP environments.
• You’ve done Release & Change Management and know agile methods like Scrum.
• A technical background is a strong plus.
• You speak fluent German and English, and you’re happy to travel when needed.

Benefits

• At Sofico, you’ll join an international, multicultural company with over 30 years of success. We double in size every five years, staying true to our open and collaborative culture even as we grow.
• We believe you should be in control of your own career. That’s why we put your personal development first. With an extensive onboarding program, you’ll spend six months learning our products and getting to know the organization with the support of a dedicated job coach. Your learning doesn’t stop there; we’ll continue to offer opportunities for growth and development throughout your career.
• You’ll work in a modern, accessible office with flexible and hybrid work options that allow you to balance work and life. In addition, we offer:
• Flexible working hours and the option to work from home.
• Employee discounts, eGym Wellpass, Bike Leasing and a subsidized Jobticket for public transportation.
• Company pension scheme with optional additional occupational disability insurance.
• Growth potential through personalized learning and development plans.
• A vibrant team culture with regular team events and a company weekend.
• Sound like you? We’d love to hear from you.