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    IT Service Delivery Manager - Houston, United States - Hemmersbach Holding GmbH

    Hemmersbach Holding GmbH
    Hemmersbach Holding GmbH Houston, United States

    2 weeks ago

    Default job background
    Description

    Operations **IT Service Delivery Manager**

    ** 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. Thats why Hemmersbach is The Social Purpose IT Company.

    ** Your Tasks**

    As a Service Delivery Manager, you are in a client-facing role. You will work with our business partners at top manufacturers in the IT industry and enabling IT services at the most extreme places in the world. The manager will focus on establishing and maintaining a long-term partnership between Hemmersbach and our global clients by managing contracts, tracking metrics, leading professionals responsible for getting services delivered to clients and managing accounts budget. They will execute new account implementation while simultaneously managing current and ongoing business accounts. This is a fast pace business process with permanently changing tasks within different client.

    Job Functions:

    Determine and initiate business requirements for new services or changes to existing services by identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided

    Established a customer-focused environment by understanding the customer and their business drivers

    Monitor and resolve issues and concerns where there are conflicting requirements for services from different business units

    Assure that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents

    Negotiate agreements for levels of service to be delivered with the customer (either internal or externally); formally documenting these levels of service in SLAs

    Negotiating and agreeing to Operational Level

    Agreements and other Service Level that support the operation and strategic needs of the client

    Ensuring that goals are met according to contract guideline and are aligned with SLA and SLR targets

    Provide service report and update the client on SLA targets as highlighted, investigate and take actions to prevent their recurrence

    Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed

    Ensuring that improvement initiatives are identified in service reviews and are acted on and progress reports are provided to customers

    Review the service scope, SLAs, OLAs and other agreements on a regular basis

    Certify that all changes are assess for their impact on service levels, including SLAs, OLAs and established contracts, including attendance at change advisory board (CAB) meetings if appropriate

    Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations

    Managing customer complaints including their recording, management, escalation (where necessary) and resolution

    Measuring, recording, analyzing and improving customer satisfaction

    Work with our Sales Director and provide pre-sales support for potential new clients

    ** Our Requirements**

    A Bachelors degree in IT, Systems, Engineering, Business or related technical field preferred

    Minimum of 5 to 7 years of Delivery Management or IT

    Service or Deskside Operation Management experience preferred

    Strong understanding of IT industry and Global market

    Think and act like an entrepreneur and be able to make decisions and assume accountability

    Fundamental working knowledge of IT Infrastructure, ITIL framework and ITSM

    Excellent communication skills, both written and verbal

    Willingness to travel when necessary to visit clients, sites and employees at the various client locations within the state, up to 25%

    Need to be able to handle large amounts of responsibility while fostering teamwork and ability to develop and mentor subordinates

    Ability to prioritize account operations

    Analyze and share your ideas for improvement and efficiency in providing resolution to problems and issues

    ** Your Benefits**

    We offer a great compensation package, which include:

    Medical coverage

    Dental & Vision Coverage.

    Life Insurance.

    Short & Long Term Disability

    401K

    PTO

    ID: 10238 IT Service Delivery Manager USA / Houston, TX **Browse Happy** If you have any questions concerning our website or need assistance, please contact our support team.

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