Beschreibung
Service Delivery Manager/Customer Experience Manager (m/f/d) with Languages German (must have), EnglishWesthouse is one of the leading international recruitment agencies for the procurement of highly qualified experts in fields such as IT life cycle management, SAP, engineering, commerce and specialist consultancy.
For our client we are currently looking for a Service Delivery Manager/Customer Experience Manager (m/f/d)
General information
Reference: 156689
Location: GA Cologne/Leverkusen
Start: 06.06.2022/ASAP
Volume: Full time
Duration: 6 months +
Languages: German (must have), English
Your Skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- ITIL Certification
- Expertise in people management and leadership, leading physical and virtual teams
- Capacity to train and guide junior team members
- Experience in dealing with third party-provided services
- Operational ability in a diverse, large-scale environment
- Ability to manage and prioritize tasks efficiently
- Solid organizational, resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Extraordinary communication skills - written, presentation skills and customer-facing skills
- Possesses an understanding of IT workplace support
- Possesses the aptitude to quickly understand work processes and flows in various business units.
Your Tasks
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Analyzing internal and third-party processes and optimizing service delivery
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Stakeholder Management and post-incident reviews
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Performance reporting to management
- Monitoring and managing endpoint support, service desk, level 2 support and VIP support functions to ensure optimal service
Interested?
We look forward to receiving your application documents in electronic form.