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  • Sector: Information and Technology
  • Contract: Full time

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German Service Delivery Manager (ITIL)

Portugal » Lisbon

Job description:

Description


<p>David Kennedy Recruitment are delighted to be representing one of the worlds finest Infrastructure businesses in their search for a German speaking (Service Delivery Manager) for their Lisbon Shared Service centre.</p>

<p>You will manage the service delivery to one or more multi-Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.</p>

<p>Main duties</p>

<ul><li>Consistent and measured delivery of service to contracted SLA.</li><li>RSDM is accountable for robust contract P&L management on line with agreed Business Case and Financial Plans targets. RSDM understand P&L mechanics and manage internal and external contributors.</li><li>Provides 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).</li><li>Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base</li><li>In conjunction with the CADM or SDM Level 2, ensures resources, capabilities and capacity to meet both existing and new business demand.</li><li>Ensures 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.</li><li>Ensures timely and accurate escalation of client service problems and incidents to within appropriate timescales.</li><li>Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit</li></ul>

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Requirements


<p><strong>Criteria</strong></p>

<ul><li>Minimum education Bachelor degree and preferably relevant professional qualifications eg ITIL, Lean Six Sigma, PMI</li><li>Fluent English and German (essential)</li><li>Experience of having successfully operated at prime customer contact level<br />Service delivery coordination experience having lead high quality service delivery to customer(s)</li><li>Familiar with P&L management and contractual budget<br />Experience of having designed and implemented productivity as well as customer satisfaction improvements.</li><li>Strong IT industry knowledge. Technical background a bonus with specific focus on the delivery of managed services.</li><li>Experience working in a virtual environment.</li><li>Strong presentation skills with experience of presenting to senior customer representatives.</li><li>Proven experience of /supplier management</li><li>Minimum Demonstrated ability to work collaboratively - within a matrix management environment</li><li>Minimum Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships</li><li>Candidate must have their own eligibility to work & live in Portugal</li></ul>

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Offer


<p>I am seeking a candidate ideally already in Lisbon ideally with a minimum of 24-36 months in a similar role. If this sounds like you please contact me for more information</p>

<p>Highly Competitive package available </p>

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