German Service Delivery Manager

3 semanas atrás

Lisboa, Portugal HCL Technologies Tempo inteiro

**Service Delivery Manager - German speaker, HCLTech**

Lisbon, Lisbon, Portugal (Hybrid) / DPO / Full-Time

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

We are on the lookout for a highly talented and self-motivated Service Delivery Manager to join us on our journey in advancing the technological world through innovation and creativity.

**Your Role & Responsibilities**

We are searching for a Service Delivery Manager that is fluent in German, and wants to make an impact on the printing industry. You will be responsible for the operational, on-site delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets.

You will be responsible for the financial plan, account growth, renewal and cost management of the contracted activities.

As Service Delivery Manager you will be accountable for the service delivery to one or more multi-Country client contracts, promoting the continuous improvement of productivity, service quality and customer satisfaction.

You will be focused on:

- Delivering service that meets SLA and ensures customer satisfaction
- Developing strong relationships, supporting for sales cycles and same account growth initiatives,
- Developing account plans and service strategies with customers so as to drive enhanced margin and P&L performance
- Achieving productivity improvements
- Growing the business on financial performance of their assigned contracts

You will own the delivery of service for one or more customers.

The role has some limited people management responsibilities, often across multiple sites and including in a matrixed, virtual team environment.
- Main Responsibilities_
- Accountable for managing service delivery for one or more client accounts - often across multiple sites and countries.
- Consistent and measured delivery of service to contracted SLA.
- Accountable for robust contract P&L management on line with agreed Business Case and Financial Plans targets, understanding P&L mechanics and managing internal and external contributors.
- Providing support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
- Support in ensuring resources, capabilities and capacity to meet both existing and new business demand.
- Ensuring processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
- Ensuring timely and accurate escalation of client service problems and incidents to within appropriate timescales.
- Providing expert problem management support to difficult, high profile customer issues and ensuring root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Constantly improving the quality and inter-working of the whole virtual service team, including other partners and suppliers.
- Ensuring the client contractual targets and measurements are supported by back-to-back supplier commitments.
- Ensuring robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution.
- Motivating other service delivery employees.
- Support in identifying same account growth opportunities to be converted into sales prospects.
- Works directly with Client Account Delivery Manager to create the contracts Account Business Plan for the year. Supports review and on-going input.

**Qualifications & Experience**
- Minimum Requirements_
- Bachelor's Degree
- Fluent in German (C1 level minimum)
- Advanced level of English (B2 level minimum)
- Desired Qualifications_
- Preferred Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)
- Experience in Cost management / budgeting
- Client facing exposure
- Strong presentation skills with experience of presenting to senior customer representatives
- Commercial acumen
- Proactive and positive attitude
- Analytical thinking
- SLA/KPI experience
- Procurement and contract management skills
- Experience working in a virtual env

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