Service Delivery Manager

hace 2 semanas

México Hemmersbach GmbH & Co. KG A tiempo completo

Determined and autonomous professional with experience in project management in the IT field services
- Mexico - Queretaro, MX
- Professionals
- Full-time

**—** Your Benefits **—****:

- Buddy program- Flat hierarchies- Internal career development- International environment- Mentor program- Onboarding program- Unlimited employment contract**Your skills**:

- Bachelor's or master's degree in Computer Science, Management, Economics or equivalent
- Determination, autonomy and personal motivation
- Ability to work on numerous tasks simultaneously (projects) and manage a heavy workload
- Practical experience in project management, preferable in IT field/ services
- Fluent English

**Your Tasks**:
Manage Hemmersbach service delivery of the Field Engineers.
Responsible for providing reactive and proactive support according to contractual SLA’s.
Responsible for deploying projects, new tools and initiatives.
Responsible for managing operations measured through scorecard performance.
Manage overall cost of delivery and financial performance of the business by validating and approving overtime, mileage and expense requests.
Create shift schedules for team to reduce overtime.
Minimize parts write off costs through Supply
Chain review, audits and management.
Ensure Capacity and Capability of the Onsite Services team.
Maintain Productivity Index for the Onsite Services team. Check for opportunities for CE’s to work on other project to keep optimised CE productivity.
Responsible for customer satisfaction and overall Total Customer Experience (TCE) targets.
Provide mentoring, coaching, performance management and leadership to team.
Recruit and support development of direct staff members.
Establish relationship with customers and other functional managers.
Responsible for Scorecard performance and Crosswind analysis and reporting Organizational Learning incidents and Post Incident Reviews.
Handle customer escalations by escalating and ensuring resolution. Establishing root cause and fishbone analysis, perform post incident reviews internally and externally.

**Be part of us**:
Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

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