Head of Service Delivery Management (f/m/d) Group Business Delivery Center

We are seeking a dynamic and experienced Head of Service Delivery to take ownership of our global service operations across our OpCos and business units. In this critical leadership role, you will define and drive the strategic vision for service delivery; you will be accountable for the design, performance, and continuous evolution of service operations across our OpCos. Your leadership will be key in cultivating strong customer relationships, implementing effective governance frameworks, and promoting a culture of continuous improvement.
 

Your mission: to lead our global service operations to new levels of excellence — strategically, operationally, and with strong client focus
 

Global Service Strategy & Leadership | ITIL-Based Service Processes & Governance | Client Focus & Stakeholder Management | Performance Optimization & Team Leadership

• Develop and execute a global service delivery strategy that ensures scalability, resilience, and alignment with corporate objectives.

• Build, mentor, and lead a high-performing, globally distributed service delivery team, fostering a culture of accountability, innovation, and continuous improvement.

• Act as the point of contact for global key customers and internal stakeholders, ensuring alignment and long-term satisfaction.

• Drive service excellence by implementing and optimizing ITIL-based processes, automation, and tooling to improve efficiency, quality, and cost-effectiveness.

• Define and monitor KPIs and SLAs to ensure transparent, measurable service performance.

• Ensure adherence to global compliance standards, security policies, and proactively manage risks to service delivery.

Your Profile

• Longstanding experience in service delivery or operations management and several years in a global leadership role

• Proven track record of managing large-scale, multi-region service delivery organizations and driving transformation

• Deep understanding of ITIL, PMP, or comparable service management frameworks and how to implement them effectively

• Strong communication (including English at B2 level), negotiation, and stakeholder management skills, with a high level of cultural and interpersonal sensitivity

• Strategic mindset combined with operational drive

• Experience in BPO or shared services environments is a plus

Benefits & More 

• Flexible working: Home office, remote work, flextime, sabbatical 

• 26 vacation days & days off on December 24th and 31st 

• Paid lunch break, canteen & vouchers 

• Free A1 internet plus additional discounts for family & friends 

• Company phone for personal use as well 

• Internal job market at A1 & skill enhancement 

It is important to us that your salary reflects your qualifications and experience. It can exceed the collective agreement and starts at € 130,000 gross per year.