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Service Delivery Manager (f/m/d)


We are looking for a Service Delivery Manager (f/m/d) to join our headquarters in Berlin. You are a thorough and a highly flexible, unreserved team player and a communicator, keen to be part of the world's fastest-growing music company, BMG. You understand the music industry as a whole and are also able to dive into details as and when required.


This role requires a strong background in ITIL & IT service management to help ensure that we deliver our services at exceptional levels to our users, clients, and customers. The selected candidate will excel in relationship building, project management, communication skills, and will have the required experience to confidently take ownership of projects/initiatives/processes and manage these across multiple teams. Experience in the management of IT operational processes is essential to this role.


Your Mission

  • Assist in the management of multiple ITSM processes across the BMG service stack. This includes but is not limited to: problem, change & release, incident (& major incident), event, knowledge, vendor, and business relationship management 
  • Be responsible for service delivery KPI fulfilment across multiple service stacks and proactively take action on any deviations  
  • Drive regular service reviews with key stakeholders across the business and help implement improvements in the delivery of BMG services  
  • Implement, track, and measure SLA performance/adherence across multiple vendors and business services 
  • Work closely with business and IT teams to help drive and manage CSI across BMG services 
  • Have the ability to take a calm and holistic perspective whilst working with multiple teams  
  • Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner 
  • Understand the company’s technology, product suite, and service stack at a deep level 


Your Profile

  • Bachelor’s degree in Computer Science or equivalent combination of technical education and work experience
  • Previous working experience as a Technical Project Manager within technology teams
  • Experience in working with project teams for service design, service transition and acceptance into service phases 
  • Deep hands-on technical expertise & extensive experience in software product engineering, deployment, and integration
  • Solid software development background including design patterns and data structures
  • Solid communication, presentation and leadership skills with empathy for business user requirements and passion for software product development
  • Proven ability and desire to engage and collaborate with diverse set of stakeholders
  • Google Certified Cloud Architect / AWS Certified Solution Architect - Professional - Preferred but not mandatory


Now let’s see what’s in it for you

  • The unique BMG culture, empowering and driven by strong values 

  • A 21st century working environment, collaborative and flexible 

  • Benefits like a bright and newly renovated office in the heart of Berlin, a BVG jobticket, a Headspace membership, home office regulations and many more 

  • A commitment to help team members develop long-term careers at BMG with in-house training and the renowned Bertelsmann University  

  • A fun and respectful community of people with a passion for working for artists and songwriters 


What you should know about us

BMG – est. 2008 – is the world’s fourth-biggest music company, the first new global player in the music business of the streaming age, and a record label and music publisher in one. Named in 2020 one of the world’s Most Innovative Companies by Fast Company, BMG’s pitch is unique – a relentless focus on fairness and transparency and service to its artist and songwriter clients. BMG’s 20 offices across 12 core music markets now represent over three million songs and recordings, including many of the most renowned and successful catalogs in popular music history. BMG is owned by international media, services and education company Bertelsmann. 


Come as you are

As the great Kurt Cobain once said, “Come as you are.” BMG is committed to providing equal employment opportunities and we celebrate diversity in all forms. Equal opportunity runs deep in our core value of fairness and we are determined to create a truly inclusive work environment, where everyone can flourish. If you’re good at what you do, come as you are. 

All applicants to BMG will receive equal treatment regardless of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. 

(BMG is the proud representative of Kurt Cobain’s publishing catalogue, including the 1992 single ‘Come As You Are’.)


Are you interested? Then send us your application and all the convincing arguments why you are the right person to get this job. 


Unternehmen: BMG RIGHTS MANAGEMENT GmbH - Corporate 

Land: Germany

Region: Berlin

Stadt: Berlin

Postleitzahl: 10117

Job ID: 194021

Date:  Jan 7, 2022

Berlin, BE, DE, 10117

Job Segment: Service Manager, Engineer, Developer, Social Media, Product Development, Customer Service, Engineering, Technology, Marketing, Research

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