Service Delivery Manager with German

WHO WE ARE Accenture is a leading global provider of a broad range of professional services in strategy and consulting, interactive marketing, information technology and business operations services, with digital capabilities in all of these areas. With more than 800,000 employees worldwide, we serve clients in more than 120 countries. We have been operating in Slovakia since 1992 and employ more than 2,100 people in Bratislava and Košice. Accenture globally has ranked 4 th on the Great Place to Work® World’s Best Workplaces™ Are you an experienced Service Delivery Manager who thrives on owning service quality end-to-end and building strong client relationships? Join Accenture and take accountability for IT service operations across international client accounts — ensuring services run reliably, incidents are resolved efficiently, and clients always know where they stand. YOUR MISSION Own end-to-end service delivery for assigned clients, ensuring compliance with SLAs, OLAs, and contractual obligations. Act as the main client contact and escalation point, building trust through clear communication and reliable follow-through. Apply ITIL processes across the service lifecycle (incident, problem, change, and continual improvement) as the team’s daily operating model. Lead regular service reviews, presenting SLA performance and improvement plans in a clear, business-focused way. Manage major incidents end-to-end, coordinating resolution, leading communication, and ensuring post-incident analysis. Own problem management, driving root cause analysis and implementing lasting fixes to reduce recurrence. Oversee change management, assessing risks, and ensuring smooth, disruption-free implementation. Drive continual service improvement by identifying gaps, defining actions, and tracking delivery. Lead and develop the service team, setting expectations and fostering accountability and ownership. Coordinate across internal teams, vendors, and client stakeholders to ensure seamless service delivery. Manage budget, resources, and capacity planning in line with contractual scope and demand. WHAT’S IN IT FOR YOU? Compensation at Accenture varies depending on a wide array of factors including but not limited to role, level, location, effort, responsibility, skillset, and level of experience. The range of base pay for this role is 2050€ - 3660€ Flexibility: Flexible working arrangements (Flex-work, Home Office) Option to participate on projects abroad Recognition: Guaranteed Paid overtime or overtime vacation German language bonus up to 400€ monthly/gross depending on language proficiency and level of seniority Cafeteria – Budget for benefits based on your choice Transparent bonus structure Refer-a-Friend – get a bonus in the employee referral program Loyalty presents Future: Wide range of leading-edge trainings (including various language course) Teambuilding activities Regular performance management and evaluation process Ongoing career guidance and mentoring Family & Health: 3 extra days off Sick leave salary compensation (up to 100%) Home-office equipment Family oriented benefits (Wedding, Parental and Baby days-off and bonuses) Employee assistance services (professional psychological, financial and legal help) Multisport card Contribution to special vision correction appliances Life and disability group insurance Sport vouchers for children’s sport activities and children camps WHO YOU ARE 5+ years of hands-on experience in IT service delivery or operations, ideally in managed services or outsourcing. Strong practical ITIL experience across incident, problem, change, and service improvement processes; certification is a plus but real-world application is key. Proven client management skills — experienced in service reviews, handling escalations, and resolving challenging situations constructively. Solid understanding of IT operations and infrastructure, enabling effective leadership of technical teams. Experience with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management), including ticketing, SLA tracking, and reporting. Structured problem-solving mindset — proactive in identifying patterns, driving root cause analysis, and implementing long-term fixes. Excellent communication and stakeholder management — able to clearly present service data and escalate issues appropriately. Strong leadership skills — able to motivate teams, set direction, and maintain performance under pressure. Bachelor’s or Master’s degree in IT, business, or a related field. English proficiency - (C1) German language - (C1) Slovak language (C1/C2) Willingness to work either from our Bratislava or Kosice office (at least 3x per week) and to go on business trips within Europe Recommended certifications: ITIL Foundation or higher ( ITIL v4 or higher version) — practical application required, certification alone is not sufficient Nice to have PMP, PM² or PRINCE2 — for structured project and program management #LI-EU About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of share