Job description

As a Service Delivery Manager (m/f/d), you are the central interface between our Dynamics 365 customers and our delivery, consulting, and sales teams. You ensure the successful delivery of contractually agreed services, guarantee high customer satisfaction, and support our customers in maximizing the benefits of their Microsoft Dynamics 365 investment.

By building close customer relationships and understanding their business goals, you identify potential for optimization, innovation, and growth. Beyond ensuring excellent service, you leverage your understanding of our customers' business processes, system landscapes, and strategic plans to identify additional services, projects, and innovations that create measurable added value.

YOUR RESPONSIBILITIES

• You are the central point of contact for our Dynamics 365 ERP and CRM customers and build long-term, trusting relationships with business partners and decision-makers.
• You coordinate the collaboration between customers and internal teams , including Consulting, Solution Architecture, Delivery and Sales, and ensure 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 in complex service and support issues.
• You conduct regular service reviews, roadmap discussions and workshops , analyze future requirements and identify potential for optimizations, innovations and sustainable customer success.
• You will develop a deep understanding of our customers' business processes, goals and system landscapes , and derive improvement measures, new service offerings and value-creating projects from this.
• You support the planning and implementation of changes, optimizations and smaller projects within the Microsoft Dynamics 365 environment and ensure that additional requirements are properly assessed and successfully implemented.
• You will work closely with account managers, sales teams and solution experts , qualifying opportunities and supporting the development of customized customer solutions as well as 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.

Qualifications

YOUR SKILLS

• 3-5 years of experience in service delivery management, customer success management, account management, or project management , ideally within the Microsoft Dynamics 365 ERP and/or CRM environment.  You don't need to be a deeply technical Dynamics expert. What's 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 potential and create sustainable added value.
• Experience in building and developing long-term customer relationships , as well as in dealing with operational contacts and decision-makers at management level.
• Experience in cross-functional collaboration with consulting, service, sales and account management teams to develop and implement customer-oriented solutions.
• A solid understanding of managed services, support contracts, change requests, and project deliverables , as well as the associated commercial and contractual frameworks. Knowledge of project management methodologies and/or ITIL is advantageous.
• Strong communication, presentation and stakeholder management skills , as well as the ability to successfully balance customer interests, internal priorities and available resources.
• Structured, proactive and solution-oriented work style with the ability to successfully manage multiple topics and priorities simultaneously.
• Excellent German and English skills, both spoken and written.

Additional Information