Service Delivery Manager with German
Bucharest, Romania
3 zile în urmă
source : Just Join IT

ISM processes (regular)

SM environment (regular)

This role is the primary contact between the DPE and the delivery support organization. They are an integral part of the account planning and delivery support strategy.

They support the DPE and / or CPE as the service delivery advocate. They proactively monitor the problem and change process and manage problem and change issues and alerts as needed.

They work with the customer (project office) to understand issues and requirements and respond to requests for new services (RFS's) to help grow the business.

They help to ensure the quality of service and manage the cost of delivery by looking at better ways to provide service in a cost-efficient manner.

They lead the delivery team with direction from the DPE / PE. They monitor and manage Service Level performance on assigned account(s) and report attainment and potential exposures in a timely manner.

Responsibilities include :

  • Provide DPE / PE single point of contact and be the advocate between Service Delivery and the DPE / PE / Customer,
  • Ensure positive customer satisfaction and customer relationship is maintained,
  • Manage delivering to contract performance standards and client measurements,
  • Drive service quality and improvement of service delivery processes,
  • Continually identify ways to reduce cost delivering the services and improve service,
  • Participate in Technical proposal preparation,
  • Participate in account plan / strategy
  • Understand customer requirements.
  • Required Technical and Professional Expertise

  • knowledge of ISM processes,
  • experience in SM environment,
  • fluent English language,
  • fluent German language
  • Business Travels are not required now but the situation may change after the pandemic.

    Preferred Technical and Professional Experience

  • knowledge of ITIL processes
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