Responsibilities:
- Drive, manage and control performance and improvements in service delivery towards a customer;
- Help and supervise internal support units and external service suppliers in achieving SLAs and KPIs required by contracts;
- Lead and coach cross-functional teams in application of process improvements, project and change management industry standards and best practices;
- Manage and maintain customer interactions on a regular basis – lead and participate in customer meetings, monitor performance reports and communications, provide responses to customer requests, etc.;
- Interface with other cross-functional units such as governance, finance, sales and application centers providing the appropriate level of management and collaboration activities in order to achieve business goals;
- Articulate the objectives of an assigned customer delivery project as they apply to the fulfillment of organization and individual objectives.
Requirements:
- 5 years of experience in a similar role
- Service Management skills and certifications (ITILv4 certification is a must)
- Business relationship management skills - forge and maintain successful relationships with both customers and external partners
- Leadership skills - lead an account management team
- Negotiation skills - explore new business opportunities with existing customers, conduct additional contractual negotiations
- Financial management skills - manage budgets and profitability
- Conflict-resolution skills
- Ability to clearly formulate goals and objectives and communicate them to account team members
- Ability to clearly prioritize, coordinate and streamline activities across different support functions
- Ability to understand technical topics and general technology concepts on a high level
- Motivation and self-drive
- Flexible and ability to work with remote teams within different time zones in Europe
- Fluent English
Our offer:
Permanent role
Attractive salary package
Hybrid working model
Private medical care
Life insurance
Multisport card (50% paid by the employer)