Service Delivery Manager

Service Delivery Manager (SDM)

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We are seeking an experienced professional to manage and lead the customer maintenance organization. The role requires strong expertise in maintenance contracts, customer relations, and quality management, with the ability to drive operational excellence, ensure contractual compliance, and maintain customer satisfaction.

Key Responsibilities

Customer Relationship Management

Act as the primary point of contact for customers in the maintenance phase.

Build and maintain strong, long-term relationships with customers.

Ensure a high level of customer satisfaction through proactive engagement and timely resolution of issues.

Maintenance Deliveries & Operations

Accountable for end-to-end maintenance service delivery.

Oversee and manage the internal customer install base.

Ensure smooth on-boarding of new customers transitioning from deployment to maintenance phase.

Commercial & Contract Management

Manage and maintain Annual Maintenance Contracts (AMCs) and renewals.

Drive the contract lifecycle from creation of SOWs, purchase orders, to invoicing.

Review, negotiate, and renew customer maintenance contracts.

Control and monitor maintenance P&L, ensuring profitability and cost optimization.

Ensure timely and accurate billing for maintenance services.

Quality & Compliance

Ensure adherence to quality management processes and standards.

Collaborate with cross-functional teams to drive improvements in service delivery.

Maintain compliance with industry regulations (IT, pharma, or relevant quality-driven sectors).

Leadership & Strategic Contribution

Contribute to continuous process improvement and operational efficiency.

Support business growth by identifying upsell / cross-sell opportunities within maintenance services.

Provide guidance and mentorship to internal teams supporting maintenance operations.

Qualifications & Experience

Overall 10–15 years of professional experience, with at least 5 years in similar roles.

Strong background in IT, Pharma, or other quality-driven industries.

Demonstrated experience in managing AMCs, renewals, and customer maintenance services.

Ability to manage P&L, contracts, and customer-facing operations.

Excellent communication, negotiation, and interpersonal skills with strong intercultural awareness.

Conscientious, detail-oriented, and structured way of working.

Preferred relevant experience in Quality Management.

Your working environment at Körber

Körber Business Area Pharma is the leading provider of MES (Manufacturing Execution Systems) software to the pharmaceutical and biotech manufacturing industry. Our first-in-class Werum PAS-X software offering allows our customers to control and record the making of life-saving therapies to ensure the best possible business and patient outcomes. We are seeking talented individuals as we look to transform our business and products to meet the constantly shifting demands of the ongoing revolution in factory digitization and automation.

Your benefits

Competitive compensation package.

Opportunities for professional growth within a global organization.

A work environment that values collaboration, efficiency, and commitment.

Continuous learning and development opportunities.

Can you find yourself in this profile?

Then you are right at Körber. We are looking forward to getting to know you!