smartHR Personalberatung Michael Smuda, Frankfurt am Main, Hessen – Germania

Responsabile Risorse Umane
smartHR Personalberatung Michael Smuda
Informazione confidenziale
Sede di lavoro
Frankfurt am Main, Hessen – Germania
Benchmark Recruiter
Informazione confidenziale
Esperienze maturate
TIL, PMI, Prince 2
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
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 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


  • ITIL Foundation (essential), Price 2, PMI (desirable)


Please send your application to

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