Beschreibung
- Experience in working towards clients satisfaction with the services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and responsible for getting services delivered to clients
- Reports into the ASDM (Account Service Delivery Manager)
- Projects involve entire SDLC of software development using technologies - Java, Oracle.
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities of Software products in Production
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Champion Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Drive internal and third party service review meetings covering performance, service improvements, quality and processes
- Germany speaking would be a plus.