Customer Delivery Manager (m/f/d)

Job Description

Required experience: 9 to 12 years

Customer Delivery Manager Principal

TECHNICAL SKILL PROFILE

NONE

MANDATORY SKILLS

• Effective communication

• Presentation skills

• Negotiation skills

• Team work & cooperation

• Finance literacy

• Intermediate MS Office

• Advanced ITIL Process Overview

LANGUAGE SKILLS

English and German level

JOB DESCRIPTION

• Responsible for service chains of a specific business service product cross various organizational units.

• Responsible for combined services for his delivery account in accordance with the agreed OLA as well.

• Responsible for KPIs and SLAs/OLAs of the contracted services.

• Accountable for technical content of operational specialized technical concepts.

• Deliver input for resource planning to ensure operational stability.

• Ensure the quality of provided services and provides operational support.

• Coordinate, manage, and monitor operational performance.

• Identify, formulate, and implement the improvement of processes and policies to maximize operational output.

• Steer the respective Operation Managers.

• Operational interface between the production, the service delivery management (SDM), and other delivery units for the ordered delivery elements.

• Explanation of production options for SDM.

• Accountable for the default reporting ordered by the SDM.

• Monitor, manage, and improve the efficiency of provided services.

• Single point of contact towards the internal customer.

Qualifications

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Your Task

This is a Customer Delivery Manager Principal role that requires 9 to 12 years of experience. The position involves being responsible for service chains of specific business service products across various organizational units.

Responsibilities

• Manage combined services for delivery accounts in accordance with agreed OLAs

• Take responsibility for KPIs, SLAs, and OLAs of contracted services

• Be accountable for technical content of operational specialized technical concepts

• Deliver input for resource planning to ensure operational stability

• Ensure the quality of provided services and provide operational support

• Coordinate, manage, and monitor operational performance

• Identify, formulate, and implement process and policy improvements to maximize operational output

• Steer the respective Operation Managers

• Serve as the operational interface between production, service delivery management (SDM), and other delivery units

• Explain production options for SDM

• Be accountable for default reporting ordered by the SDM

• Monitor, manage, and improve the efficiency of provided services

• Act as a single point of contact towards the internal customer

Your Profile

We are looking for a Customer Delivery Manager Principal with extensive experience in service management, strong communication skills, and proficiency in both English and German.

Must Have Skills

• 9 to 12 years of experience

• Effective communication skills

• Presentation skills

• Negotiation skills

• Team work and cooperation abilities

• Finance literacy

• Intermediate MS Office proficiency

• Advanced ITIL Process knowledge

• English language proficiency

• German language proficiency