Senior IT Service Delivery Manager

ABOUT WIZARDTALES

Wizardtales Private Limited works in cloud infrastructure and IT services, bringing together technical expertise and international collaboration to deliver dependable services for our customers.

Our supportive, collaborative culture reflects the German work ethics we value: reliability, punctuality, clear communication, quality and keeping our commitments. We believe ambitious work and a healthy work-life balance belong together.

We offer the opportunity to contribute ideas, develop your skills and grow your responsibilities as the business develops.

YOUR ROLE

You will connect our German-speaking customers with our technical team, ensuring that requests are understood, priorities are clear and commitments are met.

We are looking for someone who genuinely enjoys service delivery, takes responsibility and follows through without needing constant reminders.

YOUR RESPONSIBILITIES

• Communicate confidently with customers in German through calls, meetings, emails and ticket updates.
• Make sure every ticket has an owner, a priority and clear next steps, and follow through until resolution.
• Coordinate engineers and colleagues, clarify responsibilities and help remove blockers.
• Prioritize urgent incidents, customer commitments and planned work according to impact and available capacity.
• Identify delays and risks early, manage escalations and keep customers informed.
• Improve workflows, documentation and communication to make service delivery more reliable.
• Give management concise updates on progress, outstanding issues and decisions requiring attention.

REQUIREMENTS

• A minimum of five years of relevant industry experience in IT services, managed services, cloud infrastructure or a closely related field.
• Demonstrated experience managing customer-facing service delivery and coordinating technical teams.
• Fluent spoken and written German, supported by a German language certificate.
• Strong English communication skills for working with the wider team.
• Experience with ticketing systems, incident management, service commitments and customer escalations.
• Enough technical understanding to discuss IT issues confidently and coordinate effectively with engineers.
• Strong organization, sound judgment and consistent follow-through.
• The ability to work independently and communicate proactively in a remote environment.

Experience supporting German-speaking customers and familiarity with ITIL practices would be an advantage.

WHAT WE OFFER

• Fully remote work from India.
• A respectful, supportive and collaborative team culture.
• An international working environment with German-speaking customers and colleagues.
• Trust, ownership and the opportunity to influence how we work.
• A commitment to healthy work-life balance, realistic planning and sustainable workloads.
• Opportunities to learn, develop professionally and grow your responsibilities with the business.

Contact: Suneetha.gurtzick@wizardtales.com