Service Delivery Manager (m/f)

About the role

Broadcasting Center Europe (BCE), part of RTL Group, is looking for a Service Delivery Manager to join its Customer Services Unit in Luxembourg. The role acts as the main service delivery contact for assigned customers throughout their service lifecycle, aligning customer expectations with operational delivery across internal teams.

Key responsibilities

• Manage and monitor SLA metrics so that incidents, requests and escalations are handled according to agreed priorities, with consistent ticket quality, categorisation and escalation paths.
• Coordinate high-priority incidents, recurring issues and escalations across internal teams and external providers, with clear ownership and timely communication.
• Prepare and share service performance reports, SLA follow-ups, incident summaries and improvement actions with customers and internal stakeholders.
• Organise and lead regular service review meetings covering performance, risks, open points, satisfaction and improvement opportunities.
• Support customer onboarding, service readiness and operational handover by defining support processes, documentation, escalation paths, monitoring needs and SLA expectations.
• Identify recurring issues, bottlenecks, SLA risks and operational weaknesses and drive corrective actions with the relevant teams.
• Support continuous improvement, including process standardisation, automation opportunities, service quality improvements and stronger operational governance.

Required profile

• Higher education in a technical field (e.g. Bachelor's degree) or comparable relevant professional experience.
• 5-8 years of experience in service delivery management, customer success, managed services, operations coordination, technical account management or a similar role in a technical environment.
• Experience in media, broadcast, IT, telecom, cloud or platform-based services is a strong advantage.
• Fluent English; proficiency in French, German and/or Luxembourgish is a strong advantage.

Required skills

• Good understanding of service management principles such as ITIL, including incident management, problem management, request fulfilment, escalation management and SLA management.
• Able to understand technical services, operational workflows, monitoring information and incident reports well enough to coordinate resolution.
• Strong customer-facing communication and stakeholder coordination skills.
• Strong analytical and problem-solving skills.