Service Delivery Manager - Senior (REF3418A)
Description
- Accountable and primary responsible for managing contract fulfillment with focus on time, quality and cost.
- Responsible for development of offers for contract expansions and simple renewals, as well as for escalation and claim management.
- Accountable and responsible for E2E execution of standard farming.
- Responsible for identifying and managing opportunities in contract related standard/product business.
- Strong overall responsibility for single contracts that combine multiple PU-offerings.
- Coordinate service delivery activities between the organizational units and supervise their work.
- Ensure compliance with deadlines and expected service levels.
- Apply adequate project delivery methodologies, tools, techniques and processes.
- Manage financial and service reporting, along with the monthly billing procedure.
- Responsible for external/internal cost-saving initiatives, as part of the continuous improvement.
Qualifications
- At least 3-5 years of professional experience in the IT-industry, with experience in Service, Delivery, and Partner management.
- Applied knowledge of ITIL and Agile concepts, with experience in Process management.
- Outstanding communication skills, with fluency in both German (C1 level) and English (C1/B2 level).
- Proven track record of presentation and moderating skills.
- Strong organizational skills; ability to prioritize and handle multiple projects with shifting deadlines.
- Flexibility and willingness to expand beyond the traditional Service Delivery Management approach.
- Experience with utilizing ticketing tools, along with a solid grasp of security protocols.
- Knowledge of networking and cloud technologies is an advantage.
- Experience in in-depth contract management is advantageous.
Additional Information
* Please be informed that our remote working possibility is only available within Hungary due to European taxation regulation.