Responsabile Risorse Umane
smartHR Personalberatung Michael Smuda
Azienda
Informazione confidenziale
Sede di lavoro
Frankfurt am Main, Hessen – Germania
Benchmark Recruiter
Informazione confidenziale
Esperienze maturate
TIL, PMI, Prince 2
Settore
Information Technology
Livello di carriera
Specialista Senior / Project Manager
Area funzionale
Information Technology e Telecomunicazioni
Titolo di studio
Laurea (Nuovo Ordinamento), Master, Laurea specialistica o di Vecchio Ordinamento
Facoltà
Ingegneria e Informatica, Scienze economiche, Ingegneria gestionale
Lingue necessarie
Inglese (In grado di negoziare), Tedesco (Madrelingua)
Descrizione dell’azienda e della posizione ricercata
Our client is a large pan-European ICT service provider. The core focus of services to be provided is DATA, UC and Managed IT services. Our client is looking for a techically skilled and sales driven Service and Contract Manager.
Key accountabilities
Service Management
- Accountable for managing the service in-life and delivering the level of service agreed in the customer contract
- Involve in the build and integration phases of new service requests to ensure the right transition to in-life service
- Analyse service performance and proactively seek architectural/engineering & operational improvements into the services provided to the customers assigned
- Track the interpretation of business requirements into contractual provisions, identify and monitor exceptions
- Periodic customer service reviews to provide valuable insight into the service performance and enhancements to adapt to customer requirements evolution
- Deliver ITIL Service Management activities contracted by the customer underpinned by ITIL capabilities, specific tools and complementary resources from other areas and partners.
- Implement KPI/OLA improvements for all aspects of the contracts and suppliers performance
- Manage customer escalations ensuring the right customer relationship at different levels
- Manage SLA breaches and the delivery of the compensations contractually agreed
Contract Governance and Customer Profitability Management
- Monitor contract performance, agree on reporting format and metrics and prepare reports on a regular basis (e.g. cash flow and define accruals / deferrals)
- Manage SLA compliance minimizing penalties and improving customer experience
- Increase profitability by taking actively action to optimize cost structure and balance costs against risks (e.g. Access Cost optimisation)
- Assure proper crediting of services to the customer
Experience
- Experience in the functions of service management and/or customer relationship management in the Information Technology and telecommunication environment essential
- Detailed knowledge of ICT Solutions incl. analysis of problems, designing and implementing of managed services with a proven track of success
- Experience of negotiating complex solutions and gaining necessary internal approvals
- Expertise in Information Technology and/or Telecommunications
- Excellent verbal and written communication skills, ability to prepare and deliver professional presentations
- Adept at working in a fast moving and changing environment
- Self-motivated and flexible with a “can do” attitude
- Must be proficient in local language and we as excellent written and verbal English language skills
Qualifications:
- ITIL Foundation (essential), Price 2, PMI (desirable)
Please send your application to bewerbung@smarthr.de
Per l’annuncio completo clicca qui.
