Senior Service Delivery Manager

Purpose

Manage complete chain and execution of defined part of customer contract throughout the countries to fulfill or exceed the expectations of the external 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.

Key accountabilities

Functional leading of group of Service Delivery Managers in several defined countries in order to manage defined stream of service
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.
Management scope

People: Functional leading of Service Delivery Managers / SC OPM in defined countries in order to manage defined stream of service.
Finance: Control revenues, plans/controls TWC related to assigned customer - Small customer, Mid-size, Big customer, Global customer - range is up to 10 mil. EUR p.a.
Processes: The holder plans and coordinates delivery of end to end service and processes of Service Management.

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development *
• Benefits with focus on health and sport *
• Benefits with focus on family and work – life balance
• Other benefits *

For more information about our benefits click to Benefits

Benefits with * are applicable also to part-time positions.
This information may be subject to changes and other internal rules.