Service Delivery Manager (m/f/d)

THE OPPORTUNITY

At Tradebyte you work hand in hand with the biggest players in e-commerce – from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

 

WHAT WE’RE LOOKING FOR

  • Proven experience in service management with knowledge of ITSM / Service tools
  • Great team player and an aptitude for problem solving
  • Ability to clearly articulate technical and non-technical messaging to stakeholders
  • Experience within ITIL operations (ITIL v3 / 4 Foundation) environment is essential
  • Experience in implementing best practices, governance, and process improvements
  • Experience in customer relationship management, with strong stakeholder and escalation management skills
  • Background in delivering services to Enterprise customers within an e-commerce and SaaS environment would also be desirable
  • Willing to travel internationally
  • Fluent in English, German language skills are an additional advantage

 

YOUR RESPONSIBILITIES

  • Ensure robust and effective customer management by developing strategic and operational relationships to enable teams to have the visibility and accountability for delivering against OLA and contractual SLA targets
  • Drive standardisation of service quality and processes across teams, ensuring a consistently high level of service is available both internally and externally
  • Act as Major Incident Manager for critical incidents, monitoring incident resolution activity and managing communications within the business and for our customers by ensuring Incident Management processes and post incident reviews are followed
  • Accountable for ensuring common understanding of incident impact and adhering to appropriate priority levels
  • Measure our service KPIs proactively to track operational performance and cost, and identify any service risks, recurring issues, trends and specific problem tickets to drive Problem Management and CSI activity
  • Input to service strategy and design for service implementation and optimisation
  • Conduct effective and regular service reviews with internal stakeholders and strategic customers
  • Practice ITIL standards by promoting awareness and obtaining accreditations both personally and throughout the business

 

WHAT YOU CAN EXPECT FROM US

  • You’ll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment
  • Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)
  • You’ll be given various learning and development opportunities to enhance your professional development
  • Flexible working hours, home office options
  • 27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years
  • We’ll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station
  • Access to additional German or English classes to improve your language skills
  • Visa support for our foreign employees 
  • A variety of health offers to support your well-being, as well as free beverages and fruits

 

JOB INFO
Full-Time
Operations & Support
Professional Level
Simon Willecke

Wir lieben Vielfalt.

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In unseren Teams bringen wir Menschen mit unterschiedlichen Hintergründen, Perspektiven und Fähigkeiten zusammen. Jede Personalentscheidung wird auf der Grundlage von Qualifikation, Leistung und Anforderungen des Unternehmens getroffen.

INTERESTED?

We are looking forward to receiving your application!

Jetzt bewerben!

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