Service Delivery Manager (w/m/d)

About the Position

We are seeking a Service Delivery Manager (w/m/d) to manage Dynamics 365 ERP and CRM services, ensuring customer satisfaction and maximizing the value of their Microsoft Dynamics 365 investment.

Responsibilities

• You are the central contact person for our Dynamics 365 ERP and CRM customers and build long-term, trusting relationships with business partners and decision-makers.
• You coordinate the cooperation between customers and internal teams, including Consulting, Solution Architecture, Delivery, and Sales, ensuring smooth service delivery.
• You ensure the successful delivery and continuous improvement of our services, monitor SLA agreements, service quality, and customer satisfaction, and manage escalations for complex service and support issues.
• You conduct regular service reviews, roadmap discussions, and workshops, analyze future requirements, and identify potential for optimization, innovation, and sustainable customer success.
• You develop a deep understanding of our customers' business processes, goals, and system landscapes and derive improvement measures, new service offerings, and value-adding projects from this.
• You support the planning and implementation of changes, optimizations, and smaller projects within the Microsoft Dynamics 365 environment, ensuring that additional requirements are properly assessed and successfully implemented.
• You work closely with account managers, sales teams, and solution experts, qualify opportunities, and support the development of customized customer solutions and the creation of offers, service extensions, and follow-up projects.
• You actively contribute to the further development of existing customer relationships, promote contract renewals, and support the growth of our customers through proactive service management and continuous value creation.

Requirements

• 3-5 years of experience in Service Delivery Management, Customer Success Management, Account Management, or Project Management, ideally in the Microsoft Dynamics 365 ERP and/or CRM environment. You do not need to be a deep technical Dynamics expert. What is important is your ability to build customer relationships, coordinate complex requirements, and develop sustainable solutions together with our experts.
• Strong commercial and entrepreneurial understanding with the ability to analyze customer requirements, identify potentials, and create sustainable added value.
• Experience in building and developing long-term customer relationships and in dealing with operational contacts and decision-makers at management level.
• Experience in cross-departmental cooperation with consulting, service, sales, and account management teams to develop and implement customer-oriented solutions.
• Solid understanding of managed services, support contracts, change requests, and project services as well as the associated commercial and contractual frameworks. Knowledge of project management methods and/or ITIL is advantageous.
• Excellent communication, presentation, and stakeholder management skills and the ability to successfully balance customer interests, internal priorities, and available resources.
• Structured, proactive, and solution-oriented approach with the ability to successfully manage multiple topics and priorities simultaneously.
• Very good written and spoken German and English skills.

Nice to Have

• Experience in ITIL and project management methods.

We Offer

• Flexible working hours & location thanks to trust-based working time and hybrid work.
• 30 days of vacation plus additional leave for special events.
• Individual mobility concept (Job bike, Bahncard, company car – depending on entry level).
• Company pension scheme with 50% employer contribution.
• Health & Well-being: Health workshops and subsidy for Urban Sports Club/Wellpass.
• International environment with exciting projects and customers.

About the Company

Hitachi Solutions, Ltd., headquartered in Tokyo, Japan, is a central member of the Information & Telecommunications sector of the Hitachi Group and a recognized leader for proven business and IT strategies and solutions for companies from various industries. The company offers value-oriented services for the entire IT lifecycle: from the planning of operating systems to their integration and operation to maintenance. From its offices in the USA, UK, Germany, France, Canada, India, China, and the Asia-Pacific region, Hitachi Solutions provides its customers worldwide with high-quality products and services. More information about Hitachi Solutions can be found at www.hitachi-solutions.de.

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System) [email protected] domain email address regarding your application and interview requests.

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.

Diversity is the source of our innovation and our growth driver. Hitachi views personal differences - gender, nationality, disability, professional experience, age, sexual orientation, and worldview - as facets of the individuality of people.

If you have any questions, please contact us directly by email at [email protected].

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