Service Delivery Manager (m/w/d) - Google Workspace

Public Cloud Group AG

Job Overview

Location

Germany

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for customers regarding the end-to-end delivery and management of Google Workspace and Managed Services, ensuring seamless service experience throughout the customer lifecycle.
• Coordinate complex customer requirements across internal technical teams, sales, and external partners, acting as the central hub for communication and alignment.
• Conduct regular service reviews with clients, monitoring and reporting on SLA compliance, performance metrics, and service quality indicators.
• Continuously improve support structures, service processes, and Managed Services contracts based on customer feedback and operational insights.
• Proactively advise customers on Google Workspace best practices, new feature adoption, and strategic cloud initiatives to enhance value and retention.
• Actively research emerging trends in the cloud ecosystem and share knowledge internally to maintain team expertise and innovation.
• Manage and oversee the on-call rotation to ensure continuous, reliable operation of cloud services, with active participation in emergency response and incident resolution.
• Drive customer satisfaction and long-term retention by delivering high-quality service, resolving escalations with professionalism, and building trusted advisory relationships.
• Collaborate with internal teams to refine internal processes, documentation, and service delivery frameworks to increase efficiency and scalability.
• Translate customer needs into actionable technical and operational requirements for engineering and support teams.
• Maintain accurate records of customer interactions, service changes, and contractual obligations within internal systems and reporting tools.
• Support the expansion of service offerings by identifying opportunities for upselling, cross-selling, and process optimization within existing customer accounts.
• Ensure alignment between customer expectations and service delivery capabilities through clear communication and transparent reporting.
• Participate in cross-functional initiatives to improve overall service delivery standards across the Google Workspace and Managed Services portfolio.

🎯 Requirements

• Proven experience in service delivery or account management within a Google Workspace or broader cloud services environment
• Practical project management experience, ideally supported by certifications such as Scrum, Prince2, or ITIL
• Strong technical understanding of IT systems and cloud infrastructure, particularly within the Google ecosystem
• Fluent communication skills in both German and English for professional customer interactions
• Structured work approach with high initiative and a drive to improve existing processes
• Demonstrated service-oriented mindset with ability to manage customer relationships and resolve conflicts professionally
• Willingness to actively participate in on-call rotations for cloud service assurance

🏖️ Benefits

• Flexible work arrangements: remote within Germany, hybrid, or in one of nine office locations (Magstadt, Darmstadt, Berlin, Munich, Hamburg, Cologne, Ulm, Heidelberg, Frankfurt)
• Up to 30 days of paid workation per year to combine work with travel
• 30 days of annual vacation
• Choice of hardware: Mac, Windows, or Linux
• Access to training, labs, and certifications for AWS, Azure, Google, and SAP
• Regular development and salary review discussions
• Optional perks: Spendit Card, Wellpass, or Deutschlandticket, plus childcare subsidy and bike leasing
• Regular team events including summer parties and Christmas celebrations

Skills & Technologies

AWS

Azure

Linux

Remote

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Public Cloud Group AG

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About Public Cloud Group AG

Germany-based IT services firm specialized in cloud transformation, focusing on Microsoft Azure and hybrid cloud solutions. Delivers consulting, migration, managed services, and custom development to mid-market and enterprise clients across Europe. Operates through offices in Munich, Hamburg, and Berlin, combining technical expertise with industry-specific know-how to help organizations modernize infrastructure, adopt DevOps practices, and ensure regulatory compliance while optimizing costs and performance.

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