KSM Human Resources is looking for an experienced, self-motivated, highly productive
Service Delivery Manager
A leading international IT services company with a client base of international blue-chip companies across all industry sectors.
The candidate will be the Single Point of Contact for various Customer accounts ensuring that Service Delivery is provided according to contractual obligations and within the ITIL best practice methodologies of delivering ICT Services from in-house and 3rd party provided products/services.
Day to day tasks:
•SPOC (single point of contact) for the CM (Client Manager), Account team, Service Head on behalf of IDM CCS GO(Service Delivery Management Office team)
•Manage customer escalations
•Authorized by the GO regional head to implement improvements wherever needed
•Ensure a proper on boarding for new projects
•Manage GO Delivery commitments, SLA’s and doing business reviews in steady state delivery
•SOW (Scope of Work) management: input to Account management team as representative of the GO organization
•Understand the customer’s business’ (processes, targets, priorities, decision makers) in order to take proactive decisions
•Ensure high quality delivery with compliance to SLA’s, KPI’s and other metrics
•Ensure optimum utilization and productivity of resources (people, partners, processes, infrastructure and tools)
•Supports the process for reduction of ticket volumes / types
•Bachelor’s degree in Physics, Telecommunications, Computer Science, Electrical Engineering or similar.
•At least 3+ years of experience as a Manager (or at least 5+ years as a Senior Engineer) within a Telecom or Software Vendor support organization
•Customer facing profile with excellent Communication and Negotiation Skills
•Fluency in English (Verbal and written)
•Strong sense of responsibility
•Cultural awareness and intercultural experiences
•Positive attitude, interpersonal skills, team building spirit and Can Do attitude
•Leadership / General Management techniques
•Engineering/technical knowledge and understanding
•Customer relationship management
•Conflict handling skills
•Ability to travel is for customer facing meetings and to meet with team leads across the region which •supporting the service delivery.
•Fulfilled military service (Men candidates)
Good to have:
Proficient in German (minimum requirement B2 Level)
MBA degree and/or M.Sc in related field.
Knowledge of telecommunication (SIP, MGCP, CSTA, SOAP, SNMP, Q.931) protocols and standards
All applications will be treated as strictly confidential