Service Delivery Manager
vor 6 Monaten
On behalf of our esteemed client, a multinational technology company, we are actively seeking a highly skilled Service Delivery Manager, who will play a pivotal role in maintaining our client's reputation for outstanding service delivery. Your mission will be to manage and enhance the delivery of their service, ensuring they are not only met, but exceed the end client's expectations in a dynamic and fast-paced environment.
**Key Responsibilities**:
- Oversee and optimize service delivery costs, service level agreements (SLAs), and resource allocation to ensure efficient operations.
- Cultivate and maintain robust relationships with customers, enhancing service delivery and customer satisfaction.
- Implement strategic improvements in delivery management processes to boost efficiency and effectiveness.
- Proactively identify and capitalize on growth opportunities within customer environments to expand business reach.
- Lead and inspire a service delivery team, fostering a culture of excellence and continuous improvement.
- Act as a key liaison between clients and internal teams, ensuring seamless communication and alignment of objectives.
- Utilize strong analytical skills to assess service delivery performance, identifying areas for improvement.
- Spearhead change management initiatives, adapting services to meet evolving client needs and market trends.
- Negotiate skillfully to resolve conflicts and maintain harmonious customer relationships.
- Ensure adherence to quality assurance standards, consistently delivering services that meet or exceed expectations.
- Conduct risk assessments for service delivery processes, implementing measures to mitigate potential issues.
**Requirements**:
- Experience in Customer Service Management: Demonstrated history in managing customer service operations, ideally in a technology or service-oriented industry.
- Familiarity with the technical aspects of the services provided by the company, including any specific software, tools, or platforms used.
- Experience in leading and managing teams, with a track record of developing effective teams and fostering a positive work environment.
- Familiarity with methodologies like Agile, Scrum, or Lean Six Sigma can be advantageous.
- Excellent Communication Skills: Ability to communicate effectively with both technical and non-technical stakeholders.
- Demonstrated ability to manage and guide teams through organizational changes.
- Certifications: Certifications such as ITIL, PMP, or similar can be advantageous, showcasing a commitment to service management best practices.
- Strong skills in building relationships, empathy, and understanding client needs.
- Ability to manage budgets, forecast service demand, and analyze financial data related to service delivery.
**Qualifications**:
- Bachelor's Degree: Preferably in Business Administration, Management, IT, or a related field.
**Location**: Based in Zurich
**Experience**: 8-10years
**Duration**: 6 Months (possible ext.)
**Language requirements**: English is essential, German preferred.
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