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
