Senior Service Delivery Manager - German Language
Senior Service Delivery Manager - German Language
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Job Description
Purpose
Manage complete chain and execution of defined part of customer contract throughout the countries to fulfill or exceed the expectations of the external customer while keeping costs at an optimal level. Procure services for the client inside or outside the organization at an optimal price and quality. Oversee all factors which might affect contract fulfillment.
Key accountabilities
- Functional leading of group of Service Delivery Managers in several defined countries in order to manage defined stream of service
- Manage optimal contract fulfillment for both the client and the company for the duration of the contract
- Approve Delivery model (feasibility time quality budget) in order to meet contract agreements
- Procure services for the client at optimal price and quality
- Coordinate the service delivery activities between the organizational units and supervise their work in the interest of contract fulfillment
- Observe and adjust the budgets and cost reduction
- Procure services in compliance with the deadlines and the expected service levels
- Guarantee cost-effective implementation of the expansion of internal IT infrastructure and resources
- Handle customer complaints and escalations within the framework of the complaint management process
- Process claim management towards customer
- Manage continuous improvement of delivered services
- Manage and evaluate changes in dynamic documents in compliance with document management
- Develop and drive innovation within the customer base.
- Ownership of annual TRI*M (customer satisfaction) programme; ensuring that targets are set and cascaded to the accounts service improvement plans are in place and closely managed and that all international reporting requirements and quality gates are met.
Management scope
- People: Functional leading of Service Delivery Managers / SC OPM in defined countries in order to manage defined stream of service.
- Finance: Control revenues plans/controls TWC related to assigned customer - Small customer Mid-size Big customer Global customer - range is up to 10 mil. EUR p.a.
- Processes: The holder plans and coordinates delivery of end to end service and processes of Service Management.
Qualifications :
Education
- Information technologies Master
Experience
- ICT Delivery Service Management - 3 years minimum
Certification
- ITIL V3 Foundation SeM Advanced
IT Technical Skills
- General IT overview - Expert
- DTAG portfolio knowledge - Expert
- MS Office - Advanced
Soft skills
- Customer orientation
- Excellent leadership
- Communication skills
- Negotiation skills
- Time management
- Problem solving ability
- Result orientation
- Presentation skills
Finance skills
- Finance and billing - Advanced
Languages
- English - Advanced (C1)
Other criteria or requirements
- German - advantage
- Self-motivated individual with excellent interpersonal communication and influencing skills
- Excellent motivator with ability to achieve results
- Able to resolve issues independently
- Excellent Customer interface
- Sound knowledge of project management principles
- Mature specialized professional knowledge (deep understanding of a specific professional field)
- Analytical and problem solving attributes
- Exhibiting tact and diplomacy
- Experience of post-sales support - advantage
- Cost control and budget planning
Possible specialisation (optional for recruitment reasons)
- Finance & Billing
- Service Ensurance
- Customer and Contract Management
- Claim Management
- Demand Management
- Bid Management
- Audit Management
- Risk Management
Additional Information :
We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work career growth private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:
- Financial benefits
- Benefits with focus on learning and development
- Benefits with focus on health and sport
- Benefits with focus on family and work life balance
- Other benefits
For more information about our benefits click to Benefits
Salary
Final salary is negotiable.
We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 2600 /brutto.
Additional information
* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
