[Hiring] Service Delivery Manager @Pentos SHAPEiN Group

Role Description

Are you ready to elevate your career as a Service Delivery Manager in our Customer Care team? As a Service Delivery Manager at Pentos Customer Care, you will build strong, trusted relationships with customers by understanding what drives their business and success. You will guide customers through the engagement and shape the collaboration with them. You will also steer service delivery in a structured and proactive way. Acting as the key link between customers, technical teams, and Key Account Managers, you turn customer needs into measurable value.

Key Responsibilities

• Customer Success
  • Build trusted, long-term relationships with customers and proactively manage their expectations.
  • Ensure customer needs and business objectives are understood and reflected throughout the engagement.
• Service Delivery & Excellence
  • Monitor service delivery performance against agreed SLAs, KPIs and quality standards.
  • Manage escalations, address delivery challenges and drive continuous improvement.
• Commercial & Financial Management
  • Monitor budgets, bookings, forecasts and service profitability, ensuring financial transparency and control.
  • Coordinate invoicing and manage change requests in collaboration with relevant stakeholders.
• Account Growth
  • Identify opportunities to expand services and create additional value for customers.
  • Work closely with Key Account Managers to support account development and commercial growth.
• Stakeholder & Cross-functional Coordination
  • Coordinate collaboration between customers, technical teams and Key Account Managers.
  • Ensure effective communication and alignment across stakeholders to keep service delivery on track.
• Proactive Problem-Solving & Value Creation
  • Anticipate risks and delivery challenges, identifying and implementing effective solutions.
  • Identify opportunities to improve service quality, strengthen customer relationships and create measurable value.

Qualifications

• Proven experience in service delivery, project management or a comparable customer-facing role, ideally in SAP Payroll and/or SuccessFactors area.
• Experience monitoring operational performance, with a sound understanding of commercial and financial aspects.
• Fluency in spoken English, German and Spanish is mandatory.
• Strong communication, stakeholder management and problem-solving skills, including the ability to manage escalations.
• A structured, proactive and customer-oriented approach, with a strong sense of ownership and the ability to manage multiple priorities.
• A collaborative mindset and the ability to work effectively in an international, multicultural environment.

Benefits

• Experience a flexible work environment with remote work options.
• Join a dynamic, international team where collaboration drives innovation.
• Accelerate your career with continuous professional development, training opportunities, and language courses.
• Enjoy a competitive salary enhanced by an attractive bonus structure.
• Benefit from country-specific perks tailored to local regulations.
• Thrive in a stable, healthy work environment within a privately owned company where employee satisfaction is the key to customer happiness.