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TRFI-26-06577
Service Delivery Manager (SDM) HIS domain
This Service Delivery Manager role oversees IT and business service operations and serves as the primary liaison between technical teams, client stakeholders, and business leadership. The key requirements are ITIL-based service management, SLA and KPI oversight, incident, problem and change management, client-facing leadership, and Hospital Information Systems (HIS) domain expertise. Experience with iMED is a plus, as are ITIL 4 Managing Professional, PMP or PRINCE2, and Scrum or Agile certifications. The stated experience band is 12–15+ years in IT service management, technical account management, or service operations, including at least 3 years in a leadership or client-facing capacity. The role is listed in Bonn as fixed employment; the work mode is not specified, and the description does not clarify whether the experience band is a strict minimum.
Position summary
- Location
- Germany
- Workplace
- Hybrid
- Employment
- Full Time
- Experience
- Minimum 12 years and Maximum 15 years
Role overview
Why This Role Matters.
This Service Delivery Manager role oversees IT and business service operations and serves as the primary liaison between technical teams, client stakeholders, and business leadership. The key requirements are ITIL-based service management, SLA and KPI oversight, incident, problem and change management, client-facing leadership, and Hospital Information Systems (HIS) domain expertise. Experience with iMED is a plus, as are ITIL 4 Managing Professional, PMP or PRINCE2, and Scrum or Agile certifications. The stated experience band is 12–15+ years in IT service management, technical account management, or service operations, including at least 3 years in a leadership or client-facing capacity. The role is listed in Bonn as fixed employment; the work mode is not specified, and the description does not clarify whether the experience band is a strict minimum.
Your Impact
Deliver Enterprise Value
Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.
Collaboration
Work Across Teams
Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.
Growth
Learn Continuously
Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.
Career Path
Grow With Ubique
Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.
Responsibilities
What You'll Be Doing.
Every role at Ubique contributes directly to solving meaningful business challenges for our clients.
02
Monitor incident, problem, and change management processes in alignment with ITIL frameworks.
03
Act as an escalation point for critical operational disruptions, major incidents, and service outages, leading resolution efforts and post-incident reviews (Root Cause Analysis).
04
Conduct regular service performance reviews and present operational reports, metrics, and trends to senior leadership and clients.
05
Build and maintain relationships with client stakeholders, business leaders, and third-party vendors.
06
Manage client expectations, address service concerns, and lead recurring governance and operational review meetings (e.g., weekly, monthly, and quarterly business reviews).
07
Collaborate with account management and sales teams to identify opportunities for service expansion or process enhancements.
08
Identify bottlenecks, recurring failure patterns, and areas of technical or operational inefficiency.
09
Formulate and implement Continuous Service Improvement Plans (CSIP) using data-driven insights.
10
Standardize service procedures, operational runbooks, and workflow documentation.
11
Lead, mentor, and guide cross-functional technical teams, service desk personnel, and support engineers.
12
Plan resource allocation, staffing levels, and workload distribution to meet operational demands.
Technology stack
Tools & Technologies.
The platforms and technologies you'll use to build modern, enterprise-grade solutions.
01
ITSM
Required
02
ITIL
Required
03
ITIL 4
Required
04
SLA
Required
05
KPI
Required
06
Incident Management
Required
07
Problem Management
Required
08
Change Management
Required
09
Major Incident Management
Required
10
Root Cause Analysis
Required
11
RCA
Required
12
CSIP
Required
13
ServiceNow
Required
14
Jira Service Management
Required
15
JSM
Required
16
Zendesk
Required
17
BMC Helix
Required
18
HIS
Required
19
Hospital Information System
Required
20
iMED
Required
Requirements
Skills & Experience.
We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.
Essential
Required Qualifications
IT service management and service operations
ITIL framework experience
SLA and KPI management
Incident, problem, and change management
Major incident escalation and root cause analysis
Client and stakeholder management
Leadership of cross-functional technical and support teams
Hospital Information Systems (HIS) product domain expertise
Operational service performance reporting and metrics
Hands-on experience with enterprise ITSM or ticketing platforms
Preferred
Nice to Have
iMED product domain expertise
ITIL 4 Managing Professional certification
PMP or PRINCE2 Practitioner certification
Certified ScrumMaster or other Agile certification
Experience with ServiceNow, Jira Service Management, Zendesk, or BMC Helix
Broad understanding of cloud infrastructure, enterprise software, and network architecture
What you'll gain
More Than Just A Job.
We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.
Global Exposure
Collaborate with international clients and multicultural teams on enterprise programmes.
Continuous Learning
Expand your expertise through mentoring, certifications and hands-on project experience.
Career Growth
Take ownership, develop leadership skills and grow your consulting career over time.
Flexible Working
Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.
People First
Join a supportive culture where collaboration, respect and long-term relationships come first.
Enterprise Projects
Work on meaningful technology initiatives for leading organisations across industries.
Apply
Apply for Service Delivery Manager (SDM) HIS domain
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