Tasks
- Maintain positive relationships with customers
- Supervise contract fulfilment and contributes to its optimization for both the client and the Company
- Oversee all factors which might affect contract fulfilment
- Establishes and refines processes to provide consistently high levels of customer service in a cost-effective manner
- Collaboration with cross-functional units
- Assess customer feedback and using your creativity to establish, improve, and refine services
- Remain organized and meet deadlinescoordination role and End-2-End handling for incident-, problem-, change- (incl. service) and capacitymanagement
- Responsible for continuous improvement
- Building partnerships and liaising with team leaders & OPMs to determine the company's services, delivery criteria, and solutions for issues that may arise.
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If you have…
- At least 3 year of Service Delivery Manager experience
- Knowledge/Experience with Cloud operation and technologies (preferred)
- Good knowledge of IT Service Management Tools (SM9, CMDB, …)
- ITIL Foundation certificate, and/or equivalent work experience
- local, near- and offshore Team-management experience
- Structured and reliable task execution
- German and English language knowledge
- Certification in any of the above technologies is an advantage
- Contract management and negotiation experience (participation in any transition/transformation projects in the IT sector is an advantage)
- Service Level Management is an advantage
Softskills:
- Strong interpersonal skills
- Good communication skills
- Strong teamwork skills and attention to detail
- Good financial understanding of IT services (SAP knowledge is an advantage)
- Analytical skills and the ability to interpret information from numerous sources to prepare and present reports
- ITIL or Agile methodolody knowledge is an advantage
- Willingness to travel
- A high level of responsibility and accountability to customers
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