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Service Manager
 United Kingdom, Coventry   Full time

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Magdalena Gid

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We are looking for Service Delivery Manager for ATMS.

Your responsibilities:

  • Customer Relationship: Lead the daily interaction with the Customer representatives. Responsible for developing a long-term relationship with the customer representatives on all levels – including senior management
  • Prime interface between the customer and the contractor service unit’s also with Kapsch sub-contractors and resolver groups service level management.
  • Recognize and develop technical and financial optimization potentials or post-market potentials in the respective operational management / service contracts and areas. Developing and manage change requests
  • Compliance with customer-related SLA parameters, action plans to address issues.
  • Monthly Service Reports - oversee data collection & inputs from service managers
  • such ach Incident and Problem managers. Provide report commentary and context.
  • Customer service reviews - organize, chair, minute, track/chase actions.
  • Internal governance meetings - organize, chair, minute, track/chase actions.
  • Sub-contractor service reviews – review performance and identify areas and actions for improvement and adherence to SL’s.
  • Monitoring and design of complaint handling and complaint management of the respective customer with the aim of high customer satisfaction
  • Responsibility for the profitability of relevant maintenance contracts
  • Controlling sales and margin quality of the relevant maintenance contracts
  • Maintain description and documentation of the services provided
  • Support the identification of Training requirement both service and technical
  • Report to Kapsch management on key deliverables and progress

Your profile

  • Fluent in English in speech and writing – native speaker preferred
  • High customer and solution orientation
  • Minimum 10 years’ experience at service delivery management position
  • Advanced knowledge of ITIL and Service management – preferably with corresponding certification(s).
  •  A structured and independent way of working, being independent and resilient. Willingness to learn and to work in an international environment.
  • Excellent communication skills and Team player
  • Deep understanding of delivery of the IT Applications
  • Experience in Traffic Management area is an advantage
  •  Willingness to travel (up to 25%) and work in an international team

Our offer:

  • Permanent role
  • Attractive salary package
  • Hybrid working model (up to 60% of remote work)
  • Private medical care, life insurance and pension plan