Service Delivery Manager
hace 7 días
As a Service Delivery Manager at Hemmersbach GmbH & Co. KG, you will be responsible for ensuring compliance with the Service Delivery Code (SDC) and all Hemmersbach standards in the corresponding field of service or customer account. You will live the Hemmersbach values and work in a dynamic environment with a strong focus on customer satisfaction and overall Total Customer Experience (TCE) targets.
**Key Responsibilities:**
• 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
**About Hemmersbach:**
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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