Service Level & Service Delivery Manager; f​/m​/d - Contract Management

Service Level & Service Delivery Manager (f/m/d) - Contract Management

Job

Posted since: 01-Jul-2026

Job type:
Full-time/Part-time, Hybrid (Remote/Office)

In this role, you will manage budgets, own service level agreements (SLAs) and supplier contracts, monitor KPIs, and drive financial transparency across the service landscape.

Work flexibility:
Work mobile (within Germany) up to an average of 60% of working hours in consultation with your manager. Mobile working from abroad is possible for up to 30 days a year under certain conditions and in selected countries.

This position is full‑time or part‑time with a minimum of 30 h/week.

Your tasks and responsibilities:

• Service Level Monitoring & Reporting: You regularly monitor service performance against agreed Service Level Objectives (SLOs).
• SLA Management: You define and update SLAs and OLAs in line with customer requirements.
• Contract Ownership: You take responsibility for supplier development and operations contracts and act as the central interface to contract management.
• Customer & Vendor Relationships: You serve as a key contact between Customer Services, internal and external customers, and manage supplier contracts.
• Service Reviews: You conduct regular Service Level Reviews, assess service performance, and drive continuous improvement initiatives.
• Supplier Management: You manage the price‑performance ratio of service levels and prepare corresponding analyses and reports.
• Cross-functional Collaboration: You work closely with internal teams such as incident, problem, and change management to ensure performance improvements.

Your qualifications and experience:

• You hold a completed university degree in business administration, business informatics, engineering or a comparable field.
• You have many years of professional experience in contract design and contract management, including the development and governance of SLA lifecycle frameworks.
• Experience in service and relationship management with a focus on customer value, service quality, and cost efficiency.
• Experience in aligning service performance and customer satisfaction with overall business and strategic objectives.
• You possess hands‑on experience in KPI ownership, including defining, tracking, and reporting meaningful service performance metrics.
• You have strong financial acumen with practical experience in budget planning, cost control, and financial transparency.

Your attributes and skills:

• Very good command of English and German (written and spoken).
• Open-mindedness and strong openness to change, embracing new ways of working, processes, and technologies.
• Structured, efficient, and solution-oriented working style, keeping corporate goals and long-term sustainability in focus.
• Strong communication skills and stakeholder empathy, enabling effective collaboration across functions and seniority levels.

As an equal opportunity employer, we welcome applications from individuals with disabilities.