Service Delivery Manager - English and German Speaking

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.

Elvárások / Requirements


Business fluency in German (C1), conversation level proficiency in English (B1-B2). German is the main language, English is secondary
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
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