Service Delivery Manager (m/w/d)

Referenz: J19118
Ort / Standort: EUMETSAT \ Darmstadt \ Germany
Anmeldeschluss für Bewerbungen: 30.11.2019 23:59 CET
Kategorie: Software Solutions

As Service Delivery Manager, you will be accountable for managing services at customer site of our institutional Clients in Space industry. You are a natural and articulate communicator, with the ability to build and maintain strong working relationships, being the main interface between your service team and the stakeholders at the client organization. You are determined to provide amazing customer service.

Service Delivery Manager for services provided to our institutional clients within European Space Industry, acting as the primary interface to the stakeholders at the client organizations.

Responsibilities / Duties

  • Acting as the primary interface to the stakeholders at the client organizations.
  • Ensuring that the quality and contractual aspects are met to the satisfaction of the company and the customer.
  • Ensuring that all assigned tasks are performed in a timely and correct way according to the client’s requirements and agreed Service Levels.
  • Prioritization of service tasks in coordination with customer representatives
  • Assignment of tasks and actions to service staff
  • Management, coordination supervision of tasks and actions performed by service staff
  • Conduction of regular Service Review Meetings and other Customer meeting with the customer as required by the contract
  • Timely Production of Service Reports
  • Raising actions and project/service issues where appropriate
  • Maintenance of a “Skills Database” for all service staff
  • Maintenance and Execution of training plans for service staff
  • Ensuring compliance of service staff with applicable health and safety regulations
  • Interaction with the other Service Providers to coordinate service activities as needed
  • Production/Management of offers for additional Request for Proposals issued by the client
  • Participate in regular company internal management and technical meetings

Qualifications / Experience

Essential Skills

  • Proven Experience in Service Management (ideally Services for Software Maintenance and/or Incidents Support)
  • Proven Experience in managing client expectations and resolving possible conflicts

Desirable Skills

  • Agile project management approach
  • Project Management certification like PMP or equivalent
  • ITIL qualified or experience working within an ITIL framework
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