Service Delivery Manager at Giesecke+Devrient

KEY PERFORMANCE AREAS (DUTIES & RESPONSIBILITIES):

• Correctly channel service support requests from External and Internal Customers (e.g. Sales) to the correct delivery teams.
• Handle external and internal customer escalations.
• Continuously and pro-actively provide communication and updates to all parties until service support requests are resolved.
• Act as the ‘firewall’ between Internal customers and operational teams, ensuring that Internal customers are timely provided with progress reports while delivery teams have absolute clarity on desired outcomes to achieve service excellence.
• Track all service support requests by category and priority using Kanban methodologies and tools. Optimize the request funnel. Prioritize requests while maintaining the optimal output flow (delivery rhythm).
• Provide real-time and historic support performance reports using dashboards and visualisations, ensuring all internal stakeholders are continuously aware of the service delivery status and performance.

ACADEMIC QUALIFICATIONS:

• NDip/ Degree

EXPERIENCE:

• Minimum of 5 years of experience in Technology Service Delivery
• Essential to have experience in dealing with customers at multiple levels
• Experience in sales can be advantageous to understand the need of (internal) customers
• Minimum of 5 years’ experience working in a geographically dispersed and multi-cultural team
• Proven track record in achieving the highest customer satisfaction
• Familiar with service delivery contract terms and conditions (SLA’s, delivery schedules)

KNOWLEDGE, SKILL & ABILITIES:

• Highly effective communication skills (face to face, written and telephonic)
• Structural thinker – able to look at the bigger picture to come up with effective solutions to address recurring issues (problem management)
• Excellent people skills – able to drive teams to execute
• Self-directed and motivated
• Strong problem solving and analytical skills
• Advanced computer literacy
• Experience with Agile / SCRUM methodologies highly advantageous
• Data analysis – able to draw conclusions from available service related data
• Be able to work under pressure