Service Delivery Manager Cincinnati

Service Delivery Manager

Are you a true Ops professional and have the full overview? Does recognition for your efforts and a collaborative culture matter to you? You are seeking a meaningful company culture and you would like to make an impact that counts? How about diva-e?

diva-e is Germany’s leading Transactional Experience Partner (TXP) who is on the mission to create digital experiences that will encourage customers to drive forward the digital transformation. With the concentrated experience of over 20 years, we realise e-business solutions for customers such as FC Bayern München, EDEKA, E.ON, Carl Zeiss and Sky. At our offices in Germany, Bulgaria and the US around 800 employees are shaping the future of the digital business either in-house, remote or at our customers' sites. We are indeed proud of our corporate culture. Respect, trust and empowerment are key aspects in out teams, that goes beyond the workplace.

Currently, we are seeking a dynamic individual to join our team as a

Service Delivery Manager in Cincinnati or Remote

Our application management team ensures the running of our complex digital projects at several diva-e locations. The team of more than 50 people supports several technologies in the eCommerce area such as Spryker, SAP Commerce Cloud, Intershop, as well as CMS systems Adobe, Bloomreach, Hippo, First Spirit and individual developments.

About the job

  • As a Service Delivery Manager, you support our team, which ensures the smooth operation of applications. You are the contact person for the operating managers of the customer projects in contractual questions and process topics.

  • You will be the designated contact for Service Delivery Management for multiple clients and will conduct monthly service quality reviews with the client.

  • You know the customer contracts and can competently assist the operations team, as well as the service desk, when it comes to ticket types, workflows and procedures.

  • You accompany the go-live of our customers at the end of the transition phase on the way to productive operation and train the customers in the use of our ticket system.

  • You support the team with the documentation.

  • After major incidents, you create RCAs by gathering all the necessary information about the incident and driving its analysis together with the operations team.

  • You conduct regular contract reviews with the customer and evaluate whether there is a need to adjust the conditions.

Your profile

  • You are an empathetic team player.

  • You know DevOps concepts and the ITIL framework and have internalized its processes.

  • You have an analytical and planning approach, are well organised and find it easy to work with different teams.

  • You are proficient in documentation tools (Confluence) and ticket systems (Jira, ITSM Suite, Service Now).

  • Excellent verbal and written communication skills as well as fluency in English. However, we are mainly based in Germany so already knowing some German is a huge plus but not a necessity!

  • A positive, resourceful, and motivated attitude with a learning mindset also loving to share knowledge. We are happy to support you with a variety of trainings, tech workshops, pair programming, code reviews and much more!

What you get from us

Your moments of success are our inspiration. You are a human being - not a number! We find it very important to have a friendly and collegial work culture as well as an honest work environment. Respect, trust, and passion are indeed very important to us. We believe that with every project there will be exciting new challenges. We understand that this can only be mastered successfully as a team. Therefore, helping each other and growing together is fundamental. Working together, rethinking, and learning something new every day is essential for mastering the evolution of technology. The best ideas win with us and yours are always welcome. We also take your work-life balance very seriously. Many of us have just started a family or have time-consuming hobbies. We believe that balanced employees bring the team much further than if we burden them with overtime. That's why we make sure that they don't even have to work overtime in the first place, assign you to as few projects as possible at the same time, and support you in working independently - and in managing your own resources.

Your advantages

Even more incentives for you!

Do you want to work for great clients with whom you can realise exciting web projects? Would you like to grow with your team? Are you passionate about what you do every day and don’t mind stepping out of your comfort zone? Do you want to actively shape the future of our customers? If you answered these questions with a “yes” we’re very much looking forward to receiving your application!

There is no need for a cover letter. However, we are curious to know what drives you. Once you send in your application, we will contact you as soon as possible. If the first impression is right, an initial interview usually takes place within a week. If the chemistry is right, we are likely to schedule a second interview where you can prove your professional skills in a small case study as well as getting to know the team and explore our work environment.

Any questions? Reach out to us!

Sascha Sauer will be delighted to answer any questions you may have regarding your candidate journey. He is looking forward very much to receiving your direct call or a message via WhatsApp on +49 172 7986028 or just simply email to Also, feel free to connect with him directly on LinkedIn.

Apply now

Your contact person
Sascha Sauer
Managing Director FCAS
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Quick application

Apply now via Whatsapp!

+49 172 7986028

diva-e is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.