Service Delivery Manager

Job description

Your task

General description:

·  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

About us

Information and Communication Technology (ICT) connects people and markets worldwide! Deutsche Telekom is one of the leading international companies in ICT. With round about 235.000 employees in 50 countries, we provide innovative solutions to our clients.
T-Systems is one of the three successful brands of Deutsche Telekom. We serve large customers and multinational companies through our global infrastructure of data centers and networks. With the help of innovative technology we develop integrated solutions for connected life and work.
Let us together shape the world of tomorrow!

More company information

Desired profile

Your Profile

Requirements:

Education:

·  University education 2nd degree

Experience:

·  Minimum 2 years of experience of customer relationships, confidence and presence to deal with customers

Languages:

·  English – advanced /B2/
·  German - advanced /B2/ - advantage

Others:

·  ITIL Foundation certificate
·  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
·  Negotiation skills
·  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
·  Broad experience of post-sales support
·  Strong presentation skills
·  Cost control and budget planning