Service Delivery Manager (m/f/d)

Are you ready to elevate your career as a Service Delivery Manager in our Customer Care team ?

As a Service Delivery Manager at Pentos Customer Care, you will build strong, trusted relationships with customers by understanding what drives their business and success. You will guide customers through the engagement and shape the collaboration with them. You will also steer service delivery in a structured and proactive way. Acting as the key link between customers, technical teams, and Key Account Managers, you turn customer needs into measurable value.

Key Responsibilities:

1. Customer Success:

• Build trusted, long-term relationships with customers and proactively manage their expectations.
• Ensure customer needs and business objectives are understood and reflected throughout the engagement.

1. Service Delivery & Excellence:

• Monitor service delivery performance against agreed SLAs, KPIs and quality standards.
• Manage escalations, address delivery challenges and drive continuous improvement.

1. Commercial & Financial Management:

• Monitor budgets, bookings, forecasts and service profitability, ensuring financial transparency and control.
• Coordinate invoicing and manage change requests in collaboration with relevant stakeholders.

1. Account Growth:

• Identify opportunities to expand services and create additional value for customers.
• Work closely with Key Account Managers to support account development and commercial growth.

1. Stakeholder & Cross-functional Coordination:

• Coordinate collaboration between customers, technical teams and Key Account Managers.
• Ensure effective communication and alignment across stakeholders to keep service delivery on track.

1. Proactive Problem-Solving & Value Creation:

• Anticipate risks and delivery challenges, identifying and implementing effective solutions.
• Identify opportunities to improve service quality, strengthen customer relationships and create measurable value.

Your Profile:

• Proven experience in service delivery, project management or a comparable customer-facing role, ideally in SAP Payroll and/or SuccessFactors area.
• Experience monitoring operational performance, with a sound understanding of commercial and financial aspects.
• Fluency in spoken English, German and Spanish is mandatory.
• Strong communication, stakeholder management and problem-solving skills, including the ability to manage escalations.
• A structured, proactive and customer-oriented approach , with a strong sense of ownership and the ability to manage multiple priorities.
• A collaborative mindset and the ability to work effectively in an international, multicultural environment.

We Offer:

• Experience a flexible work environment with remote work options.
• Join a dynamic, international team where collaboration drives innovation.
• Accelerate your career with continuous professional development , training opportunities, and language courses.
• Enjoy a competitive salary enhanced by an attractive bonus structure.
• Benefit from country-specific perks tailored to local regulations.
• Thrive in a stable, healthy work environment within a privately owned company where employee satisfaction is the key to customer happiness.

We, the Pentos-SHAPEiN Group , are an international group of companies with headquarters in Germany and subsidiaries in Spain, Denmark, the Netherlands, Switzerland, Portugal, the UK, the USA and the Emirates. Founded in 2000, our mission is to provide our clients with excellence in technology-enabled HR and GRC management. Our multicultural team speaks over 25 languages and spans multiple countries, bringing together diverse perspectives and innovative solutions. As a leading provider of SAP consulting services, we pride ourselves on fostering a collaborative and inclusive work environment where every team member can thrive and grow.

At Pentos-SHAPEiN Group , we believe in empowering our team members and fostering a collaborative spirit. Our team is a blend of young talents and experienced consultants who constantly learn from each other. Together, we strive to deliver exceptional solutions to our clients. Join a company that values innovation, excellence, and the well-being of its employees and be part of a forward-thinking organization where your contributions make a real impact.