IT Delivery Manager - Zendesk

We develop and operate customised IT solutions for the Vorwerk Group and drive the digital transformation with innovative services and agile methods. Our vision: ‘We are your IT @Vorwerk’ - an integrated part of value creation and a reliable partner within the Group, which can look back on more than 140 years of history.

As a successful international company, we offer a creative, collaborative work environment and support at every stage of life, ensuring work-life balance with various benefits. 

Join us in shaping the future of Vorwerk.

Main Accountabilities and Activities:

• Take end-to-end responsibility for IT delivery (responsibility for the entire life cycle) of moderately complex IT services within an IT product, including development, deployment and operations.
• Manage service operations with stakeholders considering existing capacities.
• Ensure timely and sufficient consideration of IT delivery aspects in projects that impact service operations.
• Manage escalations related to service operations.
• Ensure stable, high-performing, and efficient service operations at competitive costs.
• Manage the IT service lifecycle in alignment with the IT Product Owner considering the overall IT portfolio and the respective domain portfolio.
• Coordinate all activities related to managing daily business interactions with various service providers and internal stakeholders, while taking responsibility for overseeing the associated service request catalogue.
• Manage service delivery relationships with all partners, based on Service Level Agreements (SLAs) and relevant reporting.
• Validate and monitor ongoing IT service operation costs; contribute to planning and aligning future budgets for both operations and projects
• Identify improvement potentials with the development team and support their realization

 Know - How and Competencies:

• Successfully completed studies at a university of applied sciences (min. Bachelor's degree) in IT or equivalent qualification.
• More than one year of proven experience in IT service delivery management - ideally in managing Zendesk or SAP CRM  applications or generally in the Customer Service context.
• Good knowledge of IT service management frameworks (e.g., ITIL, CobiT); ideally certified in ITIL Foundation and relevant intermediate modules (e.g., Service Operation, Service Transition).
• Basic knowledge of project management & agile development  methodologies.
• Experience in managing external service providers.
• Strong problem-solving and analytical thinking skills.
• Fluent business English, both written and spoken.
• Strong team player with experience in lateral leadership and cross-functional collaboration.
• Intercultural competence and experience working in international environments.
• Preparing and leading deployment activities on testing and production environments

Benefits that truly fit you:

Exciting challenges & career growth – Take on impactful challanges in an agile environment and actively shape your professional development.
Team success & continuous learning – We foster a culture of collaboration and shared achievements while investing in your ongoing growth, including an annual €2,500 budget for training, courses, and professional development opportunities.
Flexibility that fits your life – Enjoy flexible working hours with flextime options, 25 days of vacation, and half a day off on your birthday, plus the freedom to work from home for a better work-life balance.
Health & Well-being – Enjoy private health insurance with Sanitas, ensuring comprehensive medical coverage for your peace of mind, with the option to include your family through Flexible Compensation.
Annual Variable Bonus – Earn a performance-based bonus as a percentage of your annual gross salary (pro-rated), linked to both your personal achievements and the company's financial results.
Product Discount – Get a 50% discount on TM and Kobold vacuum cleaners, available for new purchases every three years. 
Language Learning – Access online English and German classes to enhance your language skills and support your professional growth.
Flexible Compensation – Customize your benefits by allocating part of your salary to expenses like transport tickets, meal vouchers, and more, optimizing your tax savings and overall compensation.