Service Delivery Manager (m/f/d)

Experian is a global data and technology company that empowers people and businesses around the world. With our unique combination of data, analytics and software, we have established ourselves as one of the leading service providers for risk, fraud and identity management in the DACH region.

Experian gives individuals better access to financial services such as loans, insurance, mobile phone contracts and online shopping. We help companies of all sizes and industries make smarter decisions, lend more responsibly and protect themselves and their customers from identity fraud and crime.

We invest in our accomplished people and new, advanced technologies to maximize the power of data and guide innovation. We employ 22,500 people in 32 countries and are a FTSE 100 company listed on the London Stock Exchange (EXPN). Our headquarters are in Dublin, Ireland.

Job Description

As Service Delivery Manager (m/f/d) for the DACH market, you will be responsible for all delivery‑related topics across the region. You will lead delivery teams, ensure high‑quality execution for our clients, and take ownership of delivery performance, customer satisfaction and commercial outcomes. The role combines people leadership, client engagement, and operational accountability in a complex, global, and matrixed environment.

Main responsibilities:

Client & Market Responsibility

• Be the primary delivery owner for DACH clients, representing Experian during delivery and in‑life service

• Manage delivery prioritization and decision‑making across the DACH market

• Lead escalations and senior client communications, ensuring resolution and transparency

Delivery Ownership

• Be accountable for end‑to‑end delivery performance across all in‑market projects

• Ensure delivery readiness, governance, risk management, and KPI achievement

• Oversee go‑live, hypercare, and post‑production support

Commercial & Strategic Focus

• Oversee delivery‑related commercial outcomes, including margin protection and cost awareness

• Plan and manage regional capacity and resource allocation

• Guide market‑level improvements and contribute to global delivery standards

Team Leadership

• Directly manage the delivery team across the DACH market with accountability for performance and outcomes

• Take ownership of people leadership topics including performance management, training and compliance

• Create clarity on priorities, roles, and expectations and foster a culture of accountability and continuous improvement

Qualifications

• Demonstrated responsibility for end‑to‑end service delivery within a market or regional setup in a matrix organization

• 5+ years of experience leading delivery teams, including accountability for performance, development and engagement

• Strong commercial understanding, including ownership of delivery performance, cost control, and margin awareness

• Experience working closely with clients and acting as a trusted counterpart during delivery and escalation situations

• Confidence collaborating with senior stakeholders across sales, architecture, and operations in a matrixed organisation

• Structured, analytical mindset with the ability to balance client needs, delivery quality, and business outcomes

• Experience working in agile and hybrid delivery environments is an advantage

• Fluent in German and English

Additional Information

You will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.

• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.

• Social benefit package including food vouchers, health insurance, monthly flex allowance and internet coverage, Sharesave plan, Employee assistance program, and many other benefits!

• Opportunity for Flexible working hours and Home Office.

Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Hybrid

This is a hybrid remote/in-office role.

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