Giesecke+Devrient is a global company that offers security technologies, both in the physical and digital world. Every day, billions of people benefit from G+D innovations in their personal and business lives. With around 11,600 employees across 32 countries, we develop, manufacture, and distribute products and solutions for the safeguarding of payment processes, identities, connectivity, and data.
Position : Service Delivery Manager
We are seeking a Service Delivery Manager to oversee key functions within our Digital Solutions Data Center. This role combines responsibilities of IT Governance, Incident Management, and Service Delivery. The successful candidate will ensure IT activities align with business goals, manage incidents effectively, and deliver IT services efficiently in accordance with SLAs, playing a critical role in managing risks, ensuring operational stability, and optimizing service delivery.
Your Duties IT Governance Management
* IT Governance Framework : Support the development and maintenance of policies, procedures, and controls, ensuring compliance with regulations and best practices.
* Policy Development : Collaborate with management to develop and enforce governance policies.
* Compliance Management : Monitor compliance, support audits, and develop corrective actions.
* Identify IT risks, develop mitigation strategies, and monitor risk levels.
* Establish incident management processes and act as Incident Manager for major incidents.
* Conduct root cause analysis for major incidents and implement preventive measures.
IT Service Delivery Management
* SLAs : Define, negotiate, and manage service level agreements with stakeholders.
* Service Improvement : Identify and implement process improvements to enhance service quality.
* Monitoring & Reporting : Track performance, generate reports, and oversee vendor relationships.
General Responsibilities
* Stakeholder Engagement : Collaborate with senior management, IT teams, and other stakeholders.
* NOC Team Management : Manage a team of 9, fostering collaboration and continuous improvement.
Your Profile
* Bachelor's or Master's in IT, Computer Science, or related; ITIL Foundation certification required; ISAE 300 knowledge is a plus.
* Proven experience in IT governance, incident management, or service delivery, preferably in a managerial role.
* Strong knowledge of IT frameworks, incident management, and security principles.
* Familiarity with regulatory requirements and data privacy.
* Excellent communication, leadership, and project management skills.
* Tools : Knowledge of ServiceNow is essential; Splunk is advantageous.
* English proficiency is mandatory.
What We Offer
* Inclusive culture with diverse teams and flat hierarchies.
* Global collaborative work environment.
* Innovative products and digital solutions.
* Continuous training, coaching, and talent programs.
* Social benefits including health insurance, transport, training, and childcare vouchers.
* Flexible working hours, remote work options, and an on-site canteen.
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