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Service Delivery Manager

2 months ago

Coventry, Coventry, United Kingdom Kapsch TrafficCom AG Full time
Service Delivery Manager

We are seeking a highly skilled Service Delivery Manager to join our team in Coventry. As a key member of our organization, you will be responsible for overseeing service delivery performance within agreed Service Level Agreements (SLAs). Your primary focus will be on ensuring that our customers receive exceptional service quality, efficiency, and commercial performance.

Key Responsibilities:
  • Act as a Single Point of Contact (SPoC) for the customer, providing timely and effective communication and issue resolution.
  • Plan and manage service budget, ensuring that resources are allocated efficiently and effectively.
  • Establish and maintain KPI monitoring and reporting, providing regular updates to stakeholders.
  • Coordinate preparation of reports for the customer and lead regular meetings to ensure alignment and progress.
  • Review, coordinate preparation, and produce various operational documents and manuals for the customer.
  • Drive a culture of continuous improvement, identifying opportunities for service quality, efficiency, and commercial performance enhancements.
  • Manage customer relationships, ensuring that their needs are met and expectations are exceeded.
  • Collaborate with internal stakeholders to ensure seamless service delivery and effective communication.
Requirements:
  • 10-15 years of experience in a similar position, with a proven track record of delivering exceptional service quality, efficiency, and commercial performance.
  • Native English language skills.
  • Knowledge of the ITIL process and collaboration and ITSM tools.
  • Demonstrable contract management and commercial management skills.
  • Excellent interpersonal and communication skills, with the ability to build strong relationships with customers and stakeholders.
  • Good organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
What We Offer:
  • Permanent role with a hybrid working model, allowing for a minimum of 3 days per week at the office in Coventry.
  • Private medical care, life insurance, and pension plan.
  • Growth opportunities within our international structures, including internal mobility, career coaching, and mentoring.