What will you do?

Purpose

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.

Key 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
• Responsibilities for Portfolio of the services Infrastructure services as Privat cloud, Firewall Services for productive and test environment. 
• Implementation of the new service delivery models, implementation of the new service catalogue, supplier management and contract management 
• Support for central service management topics, support for central demand management topics   
• Responsibilities for approvals  technical and commercial solutions  
• Governance/steering of operational portfolio meetings with suppliers 
• Implementation of service level management process, ensure quality of service level management processes 

You will succeed if you:

Education

• Information technologies – Bachelor’s degree

Experience

• 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

• English - (B2)
• German - (B2)

Other criteria or requirements

• 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

Why should you choose us?

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.

Wage (gross)

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