Job Details
Job-ID: 114186 **Service Delivery Manager with German**
** Your tasks**
**Key accountabilities**
Coordinate the execution of contracts in a way that contract fulfillment achieves or exceeds the expectations of the external or internal customer, while keeping costs at an optimal level. Procure services for the client inside or outside the organization at an optimal price and quality. Oversee all factors which might affect contract fulfillment.
**Accountabilities**
* 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) programme; 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.
**Other benefits**
* Cafeteria - individual benefit
* Trainings and development opportunities
* Discounts at various providers in Koice
* Possibility of Home office
* Pension savings contribution
* Meal vouchers contribution
* Teambuildings
* Extra vacation days
* Young and enthusiastic working environment
* Diversity Program
* Health Weeks
* Sport Activities
* Weekend Events
* Work life Coaching
* Doctors at workplace
* Credit card
* Metro card
* Referral bonus /financial/
* Rotations possibilities
**Requirements**
**Education**
* University education 2nd degree ( preferred field of study - Information technologies)
**Experience**
* Minimum 2 years of experience of customer relationships, confidence and presence to deal with customers
* Minimum 3 years of experience in ICT Delivery Service Management
**Language**
* German - B2 or C1 Level - mandatory
* English - advantage
**Salary**
Minimum 1100 . The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.
> Show more ** Your Profile**
**Requirements**
**Education**
* University education 2nd degree ( preferred field of study - Information technologies)
**Experience**
* Minimum 2 years of experience of customer relationships, confidence and presence to deal with customers
* Minimum 3 years of experience in ICT Delivery Service Management
**Language**
* German - B2 or C1 Level - mandatory
* English - advantage
**Others**
* Self-motivated individual with excellent interpersonal communication and influencing skills
* Excellent motivator with ability to achieve results
* Able to resolve issues independently
* Excellent Customer interface
* Sound knowledge of project management principles
* Mature specialized professional knowledge (deep understanding of a specific professional field)
* Analytical and problem solving attributes
* Exhibiting tact and diplomacy
* Experience of post-sales support - advantage
* Cost control and budget planning
* Customer orientation, excellent leadership, communication skills, negotiation skills, time management, problem solving ability, result orientation, presentation skills
* General IT overview, TSI portfolio knowledge, MS Office
* Certification - ITIL V3 Foundation, SeM Advanced
> Show more ** This is what we offer**
Home office/mobile working possible Whether in the office or from any other location - mobile working is no problem for us. Working from home is part of our professional everyday life and is supported by digital platforms. > Show less * 1 Location
3 Your development *"We support and incite to continual development of our employees."* It is one of the most important values of the company and part of our strategy. It is an important aspect of motivation and satisfaction of our employees. By means of active participation on trainings you can develop your own skills and competences. We realize the importance of peer-to-peer learning system. Our learning strategy is based on idea of evolving learning organizations role from creator to connector. Building the community of trainers we together unlock the potential of our employees and empower them.
We offer to our employees also unlimited access to e-learning platform with focus on English and German language as well as access to database of trainings, book, videos, case studies in IT and non IT areas.
4 Compensations & Benefits In addition to the basic principles of employee compensation set by the Labor Code, we also motivate our employees by applying special purpose benefits. We offer both individual and generally shared benefits. Generally shared benefits are offered to all employees in form of discounts, weekend events, custom offers, prizes and special programs. Individual benefits are focused on four main categories: health, leisure, transportation and education. All of these are offered in the form of annual financial contributions. Moreover, company organizes weekend events, sports competitions, concert tickets competitions and very popular large corporate events where employees also bring family members.