Senior Service Delivery Manager (m/w) - 100%
Your tasks:
Managing the relationship with internal clients and external partners to ensure expectations are managed and exceeded, and SLA’s and KPI’s are achieved
Accountability of the services delivered to the company, ensuring quality and stakeholder satisfaction, and acting as the single point of escalation for all service-related issues
Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
Investigating, reporting, and resolving customer satisfaction issues
Identify areas within current methods for service improvement and drive continual service improvement
Communication of all service-related matters
Leadership, mentoring and support to resources to ensure overall success of the service engagement
Identify training requirements, provide mentorship to the overall Medartis IT team and peers in the organization where needed
Foster and promote continuous improvement, demonstrating appropriate background and service-related experience
Your profile:
5+ years’ experience within a service delivery/operations capacity
Strong ITIL exposure with accompanying certified accreditation (ITIL V3 or V4 foundation, ITIL Best Practices)
Track record of building credible customer relationships at all levels within an organisation across different departments and customer groups
Broad and basic understanding of IT technology concepts (Network, Server, Client, Cloud) and software implementations (SAP, SAP/4 HANA, M365)
Experienced in working in process oriented environments
Experience with GxP concept and CFR 21 Part 11 compliance
Experienced in managing requirement definition through to the creation of statement of work based work services
Financial awareness and budgetary control skills
Excellent communication, presentation, facilitation, influencing and negotiation skills
A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services
Fluency in German and English (verbal and written), other languages are a plus
- Deutsch
- Englisch
- W2012
- W2016
- W2019
- Windows 10
- Windows 11
- Compliance
- ITIL
- SAP
- Senior
- Support
- CLOUD
- ITIL Foundation
- SAP HANA