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Service Delivery Manager (f/m/d)


Founded in 2008, BMG has become the fourth-largest music publisher worldwide. Our success and competitive edge are rooted in our founding values of fairness, transparency, and service. Our mission is clear: to empower artists and songwriters to maximize the potential of their songs and recordings in the digital era.

We are looking for a passionate Service Delivery Manager (f/m/d) to join our IT team in our Berlin office. As a Service Delivery Manager, your role involves ensuring the full availability, suitability, and effectiveness of our services, and ultimately ensuring the delivery of a great experience for our users.


Your Tasks

  • Ensuring that our services are delivered to our internal and external users in line with availability targets
  • Designing, implementing, and taking ownership of new IT Service Management processes and value chains
  • Participating in continuous improvements across existing processes and value chains
  • Collaborating closely with business users, technical teams, and product owners to develop trust and foster effective working relationships
  • Conducting service reviews with our global stakeholders
  • Establish controls and KPIs (SLA KPIs and operational KPIs) to track service performance
  • Researching, identifying, and internally promoting enabling technologies based on business requirements from inception to implementation
  • Staying abreast of emerging technologies and proactively assessing and evaluating their adoption within the organization
  • Collaborating with experts in the field to incorporate best practices in various technologies and tools
  • Cultivating an innovative culture within the team and driving global user training initiatives


Your Skillset

  • Bachelor’s   degree   in   Computer   Science   or   an equivalent   combination  of technical education and work experience
  • Previous experience working within an IT Service Management role at process owner level or above
  • Profound hands-on technical expertise in process design, reporting, service level management, and IT Service Management (ITSM)
  • Solid understanding of ITIL (ITIL Foundation certified as a minimum level is preferred)
  • Deep knowledge of ITSM toolsets, preferably with experience in JIRA, Confluence, BitBucket


Your Mindset

  • Excellent reporting and analytical skills
  • Strong communication and collaboration skills
  • Proven ability to engage and collaborate with diverse set of stakeholders

What We Offer

  • A modern office in the heart of Berlin and flexible options for remote work
  • Numerous benefits such as a free BVG job ticket, an annual Headspace membership, a reduced-price membership for Urban Sports, discounts for Bertelsmann employees etc.
  • Ongoing training opportunities on our internal platforms BMG Campus and Bertelsmann University 
  • Long-term career opportunities for all employees 
  • A collaborative work environment with an open, appreciative community of people who all share the same passion for working with artists and songwriters
  • Our unique corporate culture based on strong values and mutual support that make us a great team

This Is Us
As the great Kurt Cobain once said, "Come as you are." BMG is committed to providing equal employment opportunities for all employees. We value diversity in all forms. Equal opportunity is deeply rooted in our core value of fairness, and we are committed to creating a truly inclusive work environment where everyone can thrive. If you're good at what you do, come as you are! Whether you're an experienced professional or just starting out, we welcome you to join our team.
All applicants to BMG are treated equally - regardless of age, disability, gender identity or expression, sexual orientation, marital status, pregnancy or parenthood, ethnic origin, colour, nationality, religion or belief.
(BMG is publishing Kurt Cobain's catalog, including the 1992 single 'Come As You Are.')


Unternehmen: BMG RIGHTS MANAGEMENT GmbH - Corporate 

Land: Germany

Region: Berlin

Stadt: Berlin

Postleitzahl: 10117

Job ID: 266129

Service Delivery Manager (f/m/d)


Veröffentlicht am 23.11.2023

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