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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