Definition
The Service Delivery Manager is responsible for ensuring both the operation of Bucher + Suter’s Customer Service department and customer satisfaction in compliance with economic and contractual principles. The SDM will continuously identify, evaluate, and implement measures to increase customer loyalty.
Strategic cooperation with the sales department is carried out through coordination, lead generation, and the setting of common goals. The SDM reports to the Head of Customer Service.
Responsibilities
- Ensuring customer satisfaction through regular service reviews
- Contract change management
- Conducting negotiations with customers (claim-, change- and incident management) and suppliers
- Contract management and identification of possible gaps
- Identifying new opportunities to support the sales team
- Management of service transition projects (transfer of projects into operation)
- Management of SLAs and/or outsourcing contracts with international service components
- Participate and engage in the development of the service contract
- Ensuring events that may impact the service contract are considered throughout its lifecycle
- Analyzing and evaluating the results of indicators and proposing action plans
- Establishing, monitoring, and reporting of procedures
- Managing and proactively resolving escalated customer issues
- Ensuring that operational teams (and, potentially, subcontractors) maintain a clear understanding of the customer’s needs and priorities
- Providing day-to-day customer advice and support
- Building and maintaining healthy and long-term customer relationships through clear and concise written and verbal communication, increasing trust and involvement whilst reducing ambiguity and conflict
- Motivating, inspiring, and mentoring project team members to excel in service delivery
Your Profile
- An understanding of customer business processes
- Service management knowledge of ITIL
- Technical and business management training or adequate professional experience
- Experience in IT, NW and IPT, as well as general expertise
- Leadership and conflict management skills
- Excellent people skills
- Confident and clear communication skills
- Knowledge in the area of process and service analysis
- High standards of accuracy
- Keeping overall objectives and strategies in mind and not being deflected by matters of detail
- LEAN and problem-solving mindset coupled with a passion for customer
- Articulate and able to present at board level. Adapt communication to the audience
- Influencing and persuading others to take a specific course of action when is not direct line of command or control
- Keeping commercial aspects continually in mind when taking actions or making decisions
- Willingness to travel when/if needed
- Full proficiency of German and English language skills are a MUST
What We Offer
- Opportunity to work from home (Hybrid)
- Cloud-focused vision
- A strong relationship with Cisco
- International team and environment
- Enterprise customers
