Service Delivery Manager
hace 3 semanas
As a Service Delivery Manager, you ensure the compliance with the Service Delivery Code (SDC) and all Hemmersbach standards in the corresponding field of service or customer account. You live the Hemm
- USA - Puebla, MX
- Professionals
- Full-time
**—** Your Benefits **—****:
- Dental insurance- Extensive paid training- Health insurance- Internal career development- International environment- Job with purpose- Life insurance- Mentor program**Your skills**:
- Determination, autonomy and personal motivation
- Ability to work on numerous tasks simultaneously
- Practical experience in project management, preferable in IT field / services for atleast 3 yrs
- Technical background and experience as IT support
- Bachelor degree in Computer Science, Management or equivalent
**Your Tasks**:
- Management of Technicians.
- Supervising of the processes and the level of service contractually appointed (SLA, KPIs etc.)
- Recognize and implement the potential for process optimization.
- Maintain the Productivity Index for the Onsite services team per project targets.
- Responsible for customer satisfaction and overall Total Customer Experience (TCE) targets.
- Handle customer escalations by escalating and ensuring resolution.
- Establishing root cause and perform post incident reviews internally.
- Provide mentoring, coaching, performance management and leadership to the team.
- Project planning, preparation and execution.
- Create training plans on focused and mandatory portfolio for the team.
- Interface between team, management and customers, including escalation management.
- Minimize parts write off costs through Supply Chain review, audits and management of part returns.
- Recruit and support development of direct staff members.
**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. We go the extra mile - we not only simply 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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