Delivery Enablement (Others) | Deputy Manager | Iasi

Job Summary

DESIGNATION: Deputy Manager
Position Overview

The role holder manages the Service Delivery to one or more multi-Country/in-Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

Our Service Delivery Manager's focus is on:
  • Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
  • Developing strong relationships (KPI: Strong network in place)
  • Working with Client Delivery Account Managers in managing sales cycles and same account growth initiatives
  • In conjunction with Client Delivery Account Managers, developing account plans and service strategies with customers to drive enhanced margin and P&L performance
  • Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
  • Provides support to new business opportunities
  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
  • Ensures processes are in place to pro-actively protect consistent service quality
  • Constantly improves the quality and inter-working of the whole virtual service team, including other Partners and suppliers
  • Identifies same account growth opportunities to be converted into sales prospects.
What you need to be Successful
  • Experience of having successfully operated at prime customer contact level
  • Service Delivery Management experience having led high quality service delivery to customer(s)
  • Business unit or contract budget understanding
  • Experience working in a virtual environment
  • Strong presentation skills with experience of presenting to Senior customer representatives
  • Proven experience of Supplier Management
  • Demonstrated ability to work collaboratively - within a matrix management environment
  • Experience working across Countries and Cultures - in particular across German market
  • Professional qualification in ITIL or project management (Prince, PMI) desirable, Lean Six Sigma certifications a plus.
  • Full Professional Proficiency both in German & English
EXPERIENCE: 2.5-5 Years