Grow and shape a secure future together with us! 

mispa Technologies is an innovative IT security services and solution provider with head office in Langenfeld (Rhineland), Germany and Dev & Operations Center in Cochin (India). We focus on leading German based international companies and deliver IT consulting, technology services and managed services that use Innovative Technologies.

We rely on strong teamwork, flat hierarchies, agile innovation, and a strong customer focus and are looking for people who enjoy and are interested in IT security, are team players and want to make a difference.

Your Prospects

As Service Delivery Manager, you drive to continuously enhance service delivery and improve the customer experience within our Managed Service. You play a key role in ensuring seamless IT service operations. You work closely with customers, external partners, and global stakeholders to ensure continuity of IT services. Your role is to design, implement and monitor IT services and processes, ensure SLA, manage escalations, and ensure consistent service delivery.

This role as Service Delivery Manager also offers a unique chance to accelerate your career in the fast-paced and ever-evolving field of IT security. With your profound knowledge and experience in technology and management, as well as your creativity, you can help our customers succeed and grow together with us.

Join us to broaden your horizons and take the next step in your professional journey

Key Responsibilities:

• Service Development & Management: Design, implement, and manage IT services, ensuring their effectiveness through measurable outcomes and reporting.
• Service Quality & Improvement: Ensure IT services are delivered in line with agreed service levels, continuously evaluating and enhancing the quality of services, processes, and procedures.
• Customer & Partner Relations: Build and maintain strong, trusting partnerships with customers, external partners, and the Managed Services Operations team.
• Incident & Problem Management: Manage incidents, problems, and changes promptly and effectively, acting as an escalation manager when necessary.
• Process Optimization & Automation: Lead internal documentation, process optimization, and technological automation of process flows, implementing lessons learned to enhance service quality.
• Efficiency Initiatives: Execute regular IT initiatives aimed at increasing efficiency and reducing complexity in the Managed Services Operations area, ultimately boosting customer satisfaction.
• Service Review & Sales Support: Conduct regular service review meetings with customers or external service providers and support the sales organization in service management topics during the preparation of quotations.
• Onboarding & Transition Management: Oversee the onboarding and transition management of new customers, ensuring a smooth integration into our service environment.

Qualifications:

• At least 6 years of successful work experience as Service Delivery Manager for a complex, internationally active organizations and more than 12 years of experience from IT infrastructure security industry.
• In-depth knowledge of ITIL service management framework and preferably certifications in ITL, IT infrastructure, IT security and services.
• Experience with various IT service management tools, ticket systems, and reporting mechanisms.
• Academic degree in economics, management, or information technology.
• The ability to translate problems into action plans for improvement activities and to measure and report the results
• A flexible, resilient, and well-organized professional with a proactive and goal-oriented approach.
• Strong service orientation, with excellent communication and implementation skills, capable of interacting confidently with senior management and coordinating diverse service areas.
• A collaborative team player with the ability to build and maintain strong networks across the organization.
• A high degree of communication skills and implementation skills (“making things happen”)
• You act unerringly and confidently up to the top management of the customer and able to coordinate internal and external service areas
• Open-minded team player with the ability to build strong networks

Our Offer

At mispa Technologies, we offer you the opportunity to become part of an international team and enhance the service we provide to our customers. This role allows you to make a key contribution to challenging and exciting customer projects.

We actively support your training and further development. You will have the opportunity to work in a collegial and diverse environment that is uniquely inspiring and respectful. Here, employees develop and share experiences, insights, perspectives, and creative solutions in cross-functional teams. Don’t just build a career, Love IT.

Have we sparked your interest?   

We look forward to your application documents, stating the earliest possible start date, preferably in an e-mail to [email protected]