Service Delivery Leader (m / f)

Arendt & Medernach is the leading independent business law firm in Luxembourg with over 800 professionals. The firm’s international team of more than 450 legal experts represents Luxembourg and foreign clients in all areas of Luxembourg business law from its main office in Luxembourg and representative offices in Frankfurt, Hong Kong, London, New York, and Paris.

Our service to clients is differentiated by the end-to-end specialist advice we offer, covering all legal, regulatory, taxation, and advisory aspects of doing business in Luxembourg.

Our firm advises international and domestic clients in all areas of business law relevant to their business activities, ranging from fund formation, banking, insurance, private equity, and real estate to corporate and tax matters.

Given the ongoing development of our firm, we are currently recruiting :

Service Delivery Leader

based in Hamm

As a Service Delivery Leader, you’ll ensure the reliable delivery of IT services, managing SLAs, strengthening client relationships, and driving continuous improvements.

Key Responsibilities :

• Service Monitoring : Oversee IT services to meet SLA standards and address any deviations promptly.
• Customer Liaison : Serve as the main contact for clients, handling escalations and ensuring satisfaction.
• Continuous Improvement : Lead initiatives to enhance service performance, reliability, and customer satisfaction.
• Incident & Change Management : Support the incident, request, and change management processes owner as a backup, ensuring prompt resolution and effective communication.
• Reporting & Analysis : Regularly report on SLAs, incidents, and trends to identify risks and improvement opportunities.

Your profile :

• Education : Bachelor’s in IT, Computer Science, or related field.
• Experience : 5+ years in IT service delivery or operations, with ITIL framework knowledge.
• Experience in managing incidents, problems, and changes within an ITIL-based environment.
• Strong customer focus, communication, and leadership.
• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy).
• Analytical and problem-solving abilities under pressure.
• ITIL v3 / v4 Foundation certification is a plus.

We Offer :

• Excellent career development opportunities with tailor-made internal training focused on both technical and soft skills;
• An entrepreneurial work culture where we promote talent & ideas;
• Multicultural, diverse teams encouraging collaborative work;
• The opportunity to work and interact within a wide network of specialists;
• A hybrid working environment offering flexibility and the possibility to work from home.

Interested?

If you are interested in this job opportunity, we are looking forward to receiving your application.

All applications will be treated confidentially.

Please be aware that the selected candidate will be required to provide a criminal record (or certificate of good conduct).