Service Delivery Manager

thyssenkrupp Group Services Gdańsk is a global competence and development center delivering business processes and services to numerous companies from thyssenkrupp – an international group of companies, comprising largely independent industrial and technology businesses and employing more than 100,000 people across 56 countries. Under the umbrella brand thyssenkrupp, the group creates long-term value with innovative products, technologies and services and helps make life better for future generations.

• ITIL Foundation and practical understanding of core ITIL processes
• Experience in service management or service delivery in a multivendor setup
• Ability to analyze data and prepare clear reports and service dashboards
• Strong coordination skills and stakeholder management
• Experience working with ServiceNow for tickets, changes, and reporting
• Experience working with technical services including infrastructure (network, servers, storage) and/or enterprise applications (SAP, non-SAP, custom apps)
• Clear and concise communication in English, German skills are a plus

Nice to have:

• Experience with contract and vendor performance management
• Experience with capacity, availability or continuity reviews
• Experience driving automation or self-service improvements

• Own day-to-day service performance and deliver agreed outcomes
• Run regular service reviews with stakeholders and suppliers and track actions to closure
• Monitor SLAs, OLAs and backlog metrics in ServiceNow and drive improvements
• Coordinate changes, releases and incident follow ups for assigned services
• Manage risks, issues and escalations and ensure clear communication
• Align with process owners for Incident, Problem, Change, Request and Knowledge
• Maintain service documentation and ensure it stays current