Do you have great communication skills and you enjoy working with customers, internal management stakeholders and as well with colleagues from various technical teams?Do you value continuous improvement and do you have good understanding of SLAs and KPIs? Would you like to part of global team and on daily basis cooperate with colleagues from Denmark? Then keep on reading, you may be our new Service Delivery Manager located in our Prague office.
Your responsibilities
Understanding the contract and customer expectations of your account is a key.
- Ensuring healthy and trustful customer relationship
- Contributing to account’s profitability results and positive trend
- Fulfilling SLA delivery vs contract of your account/responsibility area- Ensuring timely SLA/KPIs reporting in cooperation with service teams
- Ensuring high customer satisfaction, working on areas of improvement, communicating results to relevant teams, taking ownership of improvement actions- Ensuring accurate monthly invoicing- Handling customer complaints and driving customer business towards improvement in cooperation with technical teams, Customer solution architects, etc- Looking into opportunities of business/contract extension (commercials)
- Leading Customer board Meetings, following up on defined actions
- Handling audit findings towards resolution and closure- Defining IT initiatives related to IT operations that can significantly improve business performance, close cooperation with technical teams, service teams, Customer solution architects, etc- Acting as single point of contact in case of major incidents, significant changes, etc.
Your qualifications and experience
You have least 5 years working experience in IT service delivery management or IT management position.You are able to:- Communicate fluently in English, both spoken and written- Interact with customer- Understand the importance of delivery according to promises given- Handle situations of pressure and show flexibility towards peak workloads or urgent assignment- Use your analytical skills- Be proactive, responsible and self-managed in relation to tasks- Orientate yourself in ITIL processes and IT Operations environment
Employee benefits