Beschreibung
Roles and Responsibilities:Primary role of this position will be to be accountable for managing service delivery promoting the continuous improvement of productivity, service quality and customer satisfaction Service Delivery Manager Is Focused On
• SLA management and customer satisfaction: Delivering service that meets defined SLA and delights the customer
•Achieving productivity improvements - Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
•(KPI: Value for customer & enhanced margin)
•Developing strong relationships with Customer(s) and teams
•Manage Profitability - responsible for Budgeting, P/L and Financial Management
•Accountable for overall end-to-end IT infrastructure service delivery from multiple tracks
•Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
•Ensures and monitors those processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures •Ensures resources, capabilities, and capacity to meet both existing and new business demand
•Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole service team, including Customer other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
•Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
•Motivates, develops, and mentors other service delivery employees and managers where relevant
•Maximizes same account growth opportunities and support to new business opportunities while working with sales and account management team. Resource Management - Training Facilitation, Talent farming, Attrition, Rotation etc. as per Organization guidelines Required Skills
• At least 10 years of experience leading a large team and account size exceeding $10M ACV
• Lead and manage large teams spread across multiple geographies and various technical towers.
• Strong ITIL Processes knowledge
• Vendor Management & Contract Negotiation Skills & Experience.
• Overall Strong Technology Landscape Understanding & Experience of Managing end-to-end IT Infrastructure engagements with extensive experience in End User Computing Domain and knowledge of Data Center and Network domain.
• Strong written and verbal communication skills
• Strong Analytical and Presentation Skills
• Budgeting and P/L management experience
• Strong interpersonal skills - Build and Manage customer relationship at Dir/Sr. Dir/CXO level
• Strong knowledge and experience in IT Operations management
• Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members.
Notes:
• Required C2 or C1 proficient German
• Required experience in working in EMEA region