Jobs & Karriere

Service Delivery Manager (f/m/d)

  • Burchardstraße 11, 20095 Hamburg
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Bauer Technology sets the strategy for the Bauer companies within the group. The organisation co-ordinates major investments and change programmes, guiding Bauer on a journey from a highly federated set of autonomous and independent companies to an operation that maximises the opportunity of working at scale across the group – through knowledge sharing, collaboration and centres of excellence. Bauer Technology has a wide range of knowledge and experience from publishing and printing to radio broadcasting, and the full range of Enterprise IT systems and services and digital customer facing services. Distributed across Europe, Bauer Technology has significant presence in Germany (headquarters), Poland and the United Kingdom, with operations in various territories. Bauer Technology is a highly matrix managed organisation, often having dual reporting lines to Group functions and business leadership structures within each territory.

With the implementation of the digitalization programs, it needs to be made assured that the new solutions get well embedded in the existing technology landscape assuring that end-to-end processes in individual countries can keep on running.

We are looking for support at our locations in Hamburg, Warsaw, or London.

YOUR RESPONSIBILITIES

  • Lead overall delivery performance of SaaS applications across BMG
  • Follow ongoing projects related to your service and ensure operational readiness
  • Manage vendor support services, ensuring compliance with SLA and KPI
  • Manage the lifecycle of the service 
  • Lead and execute incident, change, and problem management process
  • Act as an escalation point for Major Incidents and Issues that have breached SLAs.
  • Define and implement measures to oversee service quality, capacity, and availability, including monitoring and delivery reports
  • Assure effective communication and coordinate resolution of issues escalated from users, partners, and vendors
  • Ensure successful development and delivery of enhancements, improvements, changes, and projects
  • Proactively communicate and cooperate with stakeholders on incidents and service requests statuses, progress, and trends

YOUR PROFILE

  • A comprehensive understanding of service delivery processes
  • Experience in setup/managing ITIL environment
  • Proven capability and experience in application support management preferably at an enterprise level
  • Knowledge in IT Service Management standards like ITIL
  • Experience in managing technical teams, vendors, and partners
  • A solid background in SaaS and Cloud operations and delivery in a leadership role
  • Demonstrable experience in SaaS and Cloud-related environments and technologies such as SaaS vendors, AWS, etc.
  • Experience as a project manager is an asset
  • Excellent communication skills in English, Polish (desirable), and German (desirable)

OUR BENEFITS

We want to inspire not only our customers, we also want to inspire our colleagues. How? By giving you the opportunity to take on responsibility and by offering you a long-term perspective. You can also benefit from our attractive offers:
  • Individual solutions for the flexible organisation of working hours and location
  • Targeted and individual training for your professional and personal development
  • Effective health management (e.g. health week, free sports programmes & Gympass)
  • 30 days of holiday & frequent events for employees
  • Free magazines & various discounts via corporate benefits
  • A culture in which personal responsibility, teamwork and creativity are valued and you have room for creativity and for exciting and challenging tasks
  • If you are looking for an independent position and would like to enrich our existing team with fresh impulses, we look forward to receiving your complete application documents.

If you are looking for an independent position and would like to enrich our existing team with fresh impulses, we look forward to receiving your complete application documents.

Your contact for this position is Sarah (Osswald).
Reference Number: 2022-GTGH/27