Service Delivery & Escalation Manager (REF5908F)

We are looking for a Service Delivery & Escalation Manager to support the reliable delivery of IoT services. In this role, you will coordinate operational topics, manage escalations, and bring the right teams and stakeholders together to resolve issues and move work forward. You will work closely with operational teams, technical specialists, Service Delivery Managers, partners, customers, and management. The role combines operational coordination, clear stakeholder communication, and project management.

Responsibilities

Operational coordination: Coordinate operational topics across team leadership, service desk, and specialist teams, align priorities, clarify ownership, track follow-up actions, and ensure relevant updates are shared; Escalation management: Receive and assess escalations from internal teams, partners, and customers, identify next steps, coordinate resolution, manage stakeholder communication, track progress, and maintain escalation documentation; Incident coordination: Support internal coordination during major and priority incidents, bring together subject matter experts and service teams, facilitate discussions, track actions, and support customer updates; Project management: Manage assigned projects and initiatives from initiation to completion, identify stakeholders, clarify roles, coordinate meetings and deliverables, maintain project documentation, and monitor progress against objectives; Stakeholder communication: Act as a coordination point between operational teams, technical experts, service management, partners, customers, and management, ensuring clear and consistent communication; Operational support: Contribute to additional operational and organizational activities as business priorities require

Requirements

Several years of experience in service delivery, IT operations, incident or escalation management; Experience coordinating work across multiple teams and stakeholders, including in situations with competing priorities; Strong organizational skills and the ability to manage follow-up actions, deadlines, and documentation; Clear and structured communication skills, including the ability to summarize complex situations for different audiences; Confidence facilitating meetings and keeping discussions focused on decisions and next steps; A pragmatic, proactive approach to identifying risks, gaps, and actions needed to move an issue forward; Ability to understand technical incident descriptions, assess their potential service impact, and communicate effectively with technical specialists; Strong German and English language skills

Nice to have

Experience with IoT platforms, connected devices, or telecommunications services