Senior IT Service Delivery Manager

W3global

München, Germany

about 2 months ago

Prepare application

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Working hours

Regular working hours

Languages

English, German

Job source

Artificial Intelligence Microsoft Robotics Developer Studio Functional Dependencies Information Technology Automotive Software

Manage and coordinate offshore development teams in India, including architecture, development, quality assurance, and deployment teams
Establish and maintain strong governance frameworks, risk management protocols, and quality assurance standards
Bridge communication between Germany-based client stakeholders and India-based delivery teams across multiple time zones
Manage the Germany based IT delivery team
Track program progress against defined KPIs, identify risks, and implement mitigation strategies
Lead cross-functional teams including architects, developers, QA, and delivery managers
Present program status, forecasts, and recommendations to senior leadership and clients

Customer Relationship Management

Build trusted relationships with customer leadership and key stakeholders
Act as the primary escalation point for critical service issues and major incidents
Conduct Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and executive governance meetings
Improve customer satisfaction through proactive engagement and value-driven service delivery

Minimum 12-15 years of IT program management experience in a global delivery environment
Proven background working at leading IT services firms
Familiarity with AI Native frameworks and ways of working
Extensive experience managing programs with delivery components based in India or other offshore locations
Proven expertise in managing delivery teams across diverse work streams including product development, enhancements of legacy products, and production support
Strong track record of managing large-scale, complex IT programs with multiple workstreams and

cross-functional dependencies

Proficiency in program management frameworks
Demonstrated ability to manage stakeholder expectations and maintain client relationships
Fluency in English and German; German proficiency is essential for this role
Experience working in a matrixed organization with global teams

Preferred Experience

Background in automotive industry programs or automotive OEM/Tier-1 supplier engagements
Experience with digital transformation and modernization initiatives
Knowledge of automotive software development processes, compliance, and quality standards
Experience with infrastructure, platform, or applications modernization programs