Service Delivery Manager - with German Language (m/f/d)

About this role

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. WHAT WILL YOU DO: 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. YOU WILL SUCCEED IF YOU : Information technologies – Bachelor’s degree ICT Delivery Service Management - 3 years Certification ITIL V3 Foundation, SeM Advanced IT Technical Skills General IT overview - Advanced DTAG portfolio knowledge - Advanced MS Office - Advanced Soft skills Customer orientation Excellent leadership Communication skills Negotiation skills Time management Problem solving ability Result orientation Presentation skills Finance skills Finance and billing Languages German - Advanced (C1) English - Advanced (B2) Other criteria or requirements German - advantage 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 Possible specialisation (optional for recruitment reasons) Finance & Billing Service Ensurance Customer and Contract Management Claim Management Demand Management Bid Management Audit Management Risk Management WHY SHOULD YOU CHOOSE US? We believe in balance between work and personal life.