Service Delivery Manager:in (m/w/d)

Coordinate activities to maintain IT operations and manage capacity for customer systems while acting as the central contact for all operational matters. Develop service offerings for managed service clients and create individual service operation documentation to define operational procedures. Document and generate reports on Service Level Agreement compliance, conduct regular service reviews with clients to ensure target achievement, and measure internal KPIs/OLAs. Serve as the primary escalation point for customer incidents and facilitate service changes within the company's change process. Work primarily in homeoffice with full hardware and software support, reporting directly to the team in a "DU" environment.