Service Delivery Manager

About the role

The Service Delivery Manager is the primary point of contact for assigned customers throughout the service lifecycle. You will align customer expectations with the operational capabilities of internal teams and ensure smooth delivery of media‑related services.

Key responsibilities

• Act as the main service delivery contact, coordinating expectations and delivery across internal teams.
• Monitor SLA metrics, manage incidents, requests and escalations according to agreed priorities.
• Coordinate high‑priority incidents and recurring issues, ensuring clear ownership and timely communication.
• Prepare and share performance reports, SLA follow‑ups and incident summaries with customers and stakeholders.
• Lead regular service review meetings to discuss performance, risks, satisfaction and improvement opportunities.
• Support onboarding, service readiness and operational handover, defining processes, documentation and escalation paths.

Required profile

• Higher education in a technical field or equivalent professional experience.
• 5–8 years of experience in service delivery management, customer success or managed services.
• Experience in media, broadcast, IT, telecom or cloud environments is a strong advantage.
• Good understanding of ITIL service management principles.
• Fluent English; additional languages such as French, German or Luxembourgish are a plus.

Required skills

• ITIL framework knowledge.
• Incident management.
• Problem management.