Service Lead (m/f/d) AMS

We are looking for an experienced and customer-oriented Service Lead to build and scale our Operational Excellence & Managed Services organization. In this role, you will combine strategic customer management, operational leadership, service excellence, and commercial ownership to ensure long-term customer success and sustainable business growth.

You will act as the central point of contact for our clients, leading international service teams while driving service quality, operational efficiency, customer satisfaction, and follow-up business opportunities.

The ideal candidate brings strong experience in IT service delivery, managed services, customer engagement, and enterprise technology environments — ideally within the consumer goods industry and Salesforce ecosystems.

Service Delivery & Operations

• Own end-to-end service delivery for assigned clients, ensuring services are delivered in line with SLAs, KPIs, and contractual agreements

• Monitor service performance, proactively identify risks, and drive continuous service improvement initiatives

• Manage incident, problem, and change processes to ensure timely resolution and minimal business disruption

• Develop and continuously optimize operational processes, governance structures, and customer support models

• Drive operational excellence initiatives and ensure high-quality service standards across all engagements

• Oversee onboarding and integration of new services, customers, and team members

• Ensure efficient and scalable service operations in collaboration with consulting, delivery, and development teams

Client Relationship Management

• Act as the primary point of contact for clients regarding all service delivery matters

• Build strong, trusted relationships with customer stakeholders on operational and senior management levels

• Lead regular service review meetings including SLA reporting, trend analysis, service improvements, and strategic planning

• Ensure high customer satisfaction through proactive communication, responsiveness, and solution-oriented service management

• Understand customer business processes and identify opportunities for additional value creation and follow-up projects

• Support upselling and managed service growth initiatives together with sales and account management teams

Team Leadership & Collaboration

• Build, lead, and develop cross-functional teams consisting of Consultants, Client Success Managers, Developers, and Support Specialists

• Create a collaborative, high-performance, and customer-centric service culture

• Coordinate internal and external stakeholders across multiple projects and customer engagements

• Coach, mentor, and support team members in their professional development

• Ensure clear ownership, accountability, and effective escalation management across teams

Governance, Reporting & Commercial Ownership

• Produce and present accurate service reports covering SLA performance, incidents, risks, improvements, and customer health metrics

• Support contract management, renewals, service scope discussions, and commercial negotiations

• Monitor service costs, resource utilization, and operational efficiency to ensure sustainable and profitable service delivery

• Support proposal development, solution scoping, and managed service transition activities

• Collaborate with Sales, Presales, Consulting, and Delivery teams to develop scalable and value-driven service offerings

Continuous Improvement & Innovation

• Identify opportunities to improve service processes, tooling, automation, and customer experience

• Drive service optimization initiatives aligned with company best practices and customer needs

• Support governance, audits, compliance requirements, and quality assurance activities

• Promote modern delivery approaches including Agile, DevOps, and continuous improvement methodologies

• Proven experience in a Service Delivery Manager, Service Lead, Managed Services Lead, or similar leadership role within IT services or managed services

• Strong understanding of enterprise application environments and IT project delivery — ideally with Salesforce ecosystems and customer-centric platforms

• Experience leading customer-facing service organizations and international delivery teams

• Strong customer management and stakeholder communication skills

• Commercial mindset with experience driving renewals, upselling opportunities, and service growth

• Solid understanding of IT service management frameworks and operational governance

• Experience managing SLAs, KPIs, incident management, problem management, and service improvement plans

• Strong leadership, organizational, and decision-making abilities

• Experience working with clients in the consumer goods industry is highly preferred

• Excellent communication skills in English

If you enjoy combining customer excellence, operational leadership, and business growth, we would love to hear from you.