Service Delivery Manager

Are you ready to take your career to the next level and join our dynamic team? We are thrilled to announce an exciting opportunity to become a vital part of our team as a Service Delivery Manager. If you are fluent in German and possess a passion for excellence in service delivery, this role is tailored for you.

As a Service Delivery Manager, you will be the cornerstone of ensuring our contracts are executed flawlessly, exceeding the expectations of both our external and internal customers. Your role will involve coordinating contract execution to guarantee the highest level of satisfaction while optimizing costs. Fluent German language skills are essential as you'll be interfacing with both internal and external stakeholders.

WHAT WILL YOU DO?

• 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) program; 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.

YOU WILL SUCCEED IF YOU:

• Are fluent in German and English (B2 level - upper intermediate is a must, C1 is desirable for both languages).
• Demonstrate 3 to 5 years of experience in Security Management.
• Possess strong communication skills.
• Exhibit adaptability across diverse cultures and organizational boundaries.
• Display leadership capabilities within project structures, setting and influencing common goals.
• Understand business structures, drivers, and international group dynamics, including political and financial challenges.
• Hold a bachelor’s degree in information technologies.
• Have 3 years of experience in ICT Delivery Service Management.
• Be certified in ITIL V3 Foundation and SeM Advanced.
• Have expertise in General IT and DTAG portfolio.
• Excel in MS Office.
• Showcase Soft Skills such as customer orientation, leadership, effective communication, negotiation, time management, problem-solving, and presentation proficiency.
• Demonstrate competency in finance and billing.
• Exhibit self-motivation with exceptional interpersonal skills.
• Achieve results autonomously.
• Resolve issues adeptly and interact effectively with customers.
• Possess knowledge of project management principles and specialized expertise.
• Display analytical prowess and diplomacy.
• Leverage advantageous experience in post-sales support, alongside competency in cost control and budget planning.
• Consider specializing in Finance & Billing, Service Ensurance, Customer and Contract Management, Claim Management, Demand Management, Bid Management, Audit Management, or Risk Management.