{"id":2247122,"url":"https://alion.io/job/bertelsmann-service-delivery-manager-mf","title":"Service Delivery Manager (m/f)","company":{"id":20910,"name":"Bertelsmann","domain":"bertelsmann.com","url":"https://alion.io/company/bertelsmann","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Luxembourg City, Luxembourg"],"countries":["LU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":207000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":880},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-04T02:00:00Z","employer_posted_date":"2026-10-04","last_verified_at":"2026-10-12T19:47:48Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Company Description\nBroadcasting Center Europe (BCE) is a European leader in media services, system integration and softwaredevelopment in the areas of television, radio, production and postproduction, telecommunication and IT.\nWith its extensive experience on the media market, our team provides high-quality services and will always findthe solution that matches your project and budget.\nWith more than 200 highly qualified and motivated people, BCE serves about 400 clients in various sectors,such as TV channels, radio stations, film distributors, producers, advertising companies, telecommunicationsoperators and public services.\nBCE is part of RTL Group, leader across broadcast, content and digital.\nJob Description\nAct as the main service delivery contact for assigned customers throughout the service lifecycle, aligning customer expectations with operational delivery capabilities across internal teams.\nManage and monitor Service Level Agreement metrics, ensuring incidents, requests, and escalations are handled according to agreed priorities, with consistent ticket quality, categorisation, and escalation paths.\nCoordinate high-priority incidents, recurring issues, and escalations across internal teams and external providers, ensuring clear ownership, structured follow-up, and timely communication throughout.\nPrepare and share service performance reports, SLA follow-ups, incident summaries, and improvement actions with customers and internal stakeholders.\nOrganise and lead regular service review meetings with customers to review performance, risks, open points, satisfaction, and improvement opportunities.\nSupport customer onboarding, service readiness, and operational handover by ensuring that support processes, documentation, escalation paths, monitoring needs, and SLA expectations are properly defined.\nIdentify recurring issues, service bottlenecks, SLA risks, and operational weaknesses, and drive corrective actions in collaboration with the relevant teams.\nSupport continuous improvement initiatives, including process standardisation, automation opportunities, service quality improvements, and stronger operational governance.\nQualifications\nHigher education in a technical field (e.g. Bachelor’s degree, or equivalent) or comparable relevant professional experience.\n5-8 years of experience in service delivery management, customer success, managed services, operations coordination, technical account management, or a similar role in a technical environment.\nExperience in media, broadcast, IT, telecom, cloud, platform-based services, or managed service environments is a strong advantage.\nGood understanding of service management principles (e.g. ITIL), including incident management, problem management, request fulfilment, escalation management, SLA management, and continuous service improvement.\nAble to understand technical services, operational workflows, monitoring information, incident reports, and service dependencies sufficiently to coordinate resolution and challenge unclear situations.\nStrong customer-facing communication and stakeholder coordination skills, with the ability to deliver clear, structured, and professional updates across technical, operational, commercial, and customer-facing teams in any situation.\nStrong analytical and problem-solving skills, with the ability to identify patterns, recurring issues, service risks, and improvement opportunities.\nOrganised, reliable, and able to manage multiple customers, incidents, and follow-ups in parallel, with full ownership from initiation to closure.\nFluent in English. Proficiency in French, German, and/or Luxembourgish is a strong advantage.\nAdditional Information\nAs a Service Delivery Manager, you join BCE’s Customer Services Unit, where customer relationship, service coordination, media operations, technical delivery, and business priorities come together.\nBCE operates in a multicultural environment and delivers highly technical media services, supported by strong IT, platform, infrastructure, monitoring, and operational foundations. This means that successful service delivery depends not only on technical understanding, but also on clear communication between customers and internal teams.\nIn this role, you help connect both worlds: you clarify customer expectations for technical and operational teams, and you translate operational or technical situations into understandable, professional communication for customers. You bring structure to incidents, service reviews, escalations, onboarding topics, and improvement actions.\nBy working closely with teams across BCE, you contribute to reliable media services, stronger customer satisfaction, and continuous improvement, while living BCE’s values of respect, collaboration, ownership, agility, and customer focus.","description_format":"text","description_chars":4801,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"German","level":"Advanced (C1)","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","TV Production"],"lifecycle":[{"event":"open","at":"2026-10-11T02:09:45Z"}],"visa":[],"liveness":{"score":26,"band":"fade","label":"Fading","p_open":1,"p_active":0.585,"p_room":0.45,"age_days":9,"expected_fill_days":5,"reasons":["conf:9","win:tail","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/bertelsmann-service-delivery-manager-mf","json_url":"https://alion.io/job/bertelsmann-service-delivery-manager-mf.json","meta":{"generated_at":"2026-10-13T11:11:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17246,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20910},"rest":"https://alion.io/mcp/rest/get_company?id=20910"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbertelsmann-service-delivery-manager-mf"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbertelsmann-service-delivery-manager-mf"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbertelsmann-service-delivery-manager-mf"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bertelsmann-service-delivery-manager-mf\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbertelsmann-service-delivery-manager-mf"}]}