Service Delivery Manager (m/f/d)

Company Description

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 talented people and new, advanced technologies to harness the power of data and drive innovation. We employ 25,100 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. You will combine 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

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

• Experience working with clients and being a trusted counterpart during delivery and escalation situations

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

• Structured, with the ability to balance client needs, delivery quality, and results

• Experience working in agile and hybrid delivery environments

• Fluent in German and English

Additional Information

Benefits/Perks:

• A high degree of autonomy in a dynamic, internationally oriented organization
• A motivated team that values innovation and collaboration
• Great compensation package and attractive employee benefits
• Flexible working hours and remote work options

Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. 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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