Profile

• A highly experienced Senior Service Delivery Manager with a 10+ year track record of managing large-scale outsourcing contracts and complex IT service portfolios for DAX-listed enterprise clients. 
• Specializing in the manufacturing sector, I hold end-to-end responsibility for contracts valued at ?10-20 million annually (LAN, WAN, DC, Mainframe, Workplace, etc.). 
• My success is driven by rigorous SLA/KPI management, a deep understanding of core business processes, and a commitment to increasing customer satisfaction, optimizing costs, and leading highperforming virtual teams.

SUMMARY

• Highly experienced Senior Service Delivery Manager
• 10 + year proven track record of managing large-scale outsourcing contracts and complex IT service portfolios
• Deep understanding of customers core business IT processes
• Commitment to increasing customer satisfaction, optimizing costs, and leading high- performing virtual teams

SKILLS

• Service Desk 
• troubleshooting 
• escalation management 
• managing intercultural virtual teams 
• networking 
• optimization IT processes 
• project controlling 
• cost management 
• proactive problem management 
• SLA and KPI management 
• problem solver

Experience

• Senior Level: 10+ years' experience as a Senior SDM
• Specialisation: Outsourcing for corporate clients (DAX-listed industrial & manufacturing sectors)

2022 - 2025

Role: Service Delivery Manager

Customer: Aerospace Ind.

Tasks:

• Service Delivery Management of business-critical mainframe contract
• Managing of complex nearshore transition despite compliance (export control) hurdles

01/2018 - 12/2021

Customer: Automotive Ind.

Tasks:

• Restored client trust by stabilizing services after a period of significant delivery issues.
• Drove process improvements (Incident, Change, CMDB) that markedly enhanced service quality in production and logistics.

2016 - 2018

Customer: SDM & IT Liaison Production Industry

Tasks:

• Assumed a dual role as SDM and the central IT liaison for production
• Significantly improved IT support by reducing response times and minimizing downtime for manufacturing lines.

2005 - 2025

Role: Lead SDM Transition & Offshoring

Tasks:

• Led as SDM numerous successful transitions of network, desktop, SAP and mainframe services from Germany to EU and o?shore locations (e.g., India)
• Expertly managing cultural and technical challenges.
• Monitored / Steered / Coached Project Leads to ensure successful finalisation of projects

Key Achievements & Projects

• Mainframe Contract Turnaround (Aerospace): Successfully took over a critical mainframe contract without prior domain experience, managed a complex nearshore transition despite compliance (export control) hurdles, and secured the 2025 contract renewal.
• Service Stabilization (Automotive/Defense): Restored client trust by stabilizing services after a period of significant delivery issues. Drove process improvements (Incident, Change, CMDB) that markedly enhanced service quality in production and logistics.
• Production IT Integration (Electronics): Assumed a dual role as SDM and the central IT liaison for production, significantly improving IT support by reducing response times and minimizing downtime for manufacturing lines.
• Service Transition & Offshoring (2005-Present): Led numerous successful transitions of network, SAP, and mainframe services from Germany to EU and offshore locations (e.g., India), expertly managing cultural and technical challenges.

Quality

• After IT process analysis implemented measures significantly improved process quality with each customer (e.g. INC/SR, CHG, CSI/ DEMIC cycle, cutting of processing time, ?)

Costs

• 100% Cost collection and identification and fix of costs drivers allowed me to improve profitability with each customer
• Reduced delivery costs with successful Off-/Nearshore transitions
• Reduced costs and upselling with successful agreements about contract scope (daily business)

Customer Satisfaction

• Improved customer satisfaction with each customer
• As a result, successful contract prolongation with each of them