Service Delivery Manager
hace 13 horas
Job Summary
We are seeking a highly skilled Service Delivery Manager to join our team at Hemmersbach GmbH & Co. KG. As a key member of our IT infrastructure services team, you will be responsible for ensuring the delivery of high-quality services to our clients.
Key Responsibilities
- Manage a team of technicians to ensure efficient delivery of services
- Supervise processes and service levels to meet contractual requirements (SLA, KPIs, etc.)
- Identify and implement process optimization opportunities
- Maintain productivity indices for the onsite services team
- Ensure customer satisfaction and meet Total Customer Experience (TCE) targets
- Handle customer escalations and resolve issues
- Conduct root cause analysis and post-incident reviews
- Provide mentoring, coaching, and performance management to team members
- Develop and execute project plans
- Design training programs for team members
- Interface with team members, management, and customers
- Minimize parts write-off costs through supply chain reviews and audits
- Recruit and develop direct staff members
About Us
Hemmersbach GmbH & Co. KG is a leading provider of IT infrastructure services in over 190 countries, with 50 own subsidiaries. We deliver services exclusively to top companies in the IT industry. Our mission is to make the world a better place, and 20% of our profits go towards our social initiatives, Hemmersbach Rhino Force and Hemmersbach Kids' Family.
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