German Speaking Service Delivery Manager

Global Technology Solutions Ltd
London (Greater)
10 Mar 2018
18 Mar 2018
Contract Type
Full Time
German Speaking Service Delivery Manager

A fantastic opportunity has arisen for a German Speaking Service Delivery Manager to join fast growing, dynamic organisation.
Our client is expanding and looking for a German Speaking Service Delivery Manager for their EMEA region this is due to our client also investing heavily in new skills and they are in the process of implementing and developing new processes and structures to support aggressive business growth in this region for the next 5 to 10 years.

Person Specification
Our client is a unique business which requires a unique person to tackle this role. Someone with a background in third party hardware maintenance who has experience of dealing with service partners, sparing / logistics of IT hardware systems would be ideal for the role.

The following skills are critical to
the success of the candidate for this role:
*Highly organised individual who can work in a reactive environment
*Someone with drive and motivation to ensure service levels of achieved working
with individuals and teams internally and externally is critical - this person
must have excellent communication skills both written and verbal (A lot of
email and telephone work involved)
*An individual who is able to work under pressure and develop structures and
processes to effectively support service partners service delivery, logistics
performance and overall improvements to the organisations processes for
practical efficiencies
*This individual must have experience in producing documentation and therefore
excellent written and English skills are key
*Hands on technical knowledge of Mid-Range Servers and Storage is a must have, any knowledge of the third party service industry in either hardware or software - ideally both would be beneficial.

As mentioned previously, this role will require an individual who can work in a high volume / high pressures environment as part of a team and achieve practical results. The role is also demanding and will require the individual to be available outside of normal working hours to handle support and
escalations. Hours worked in normal working times are flexible also.

Purpose of the Role
The purpose of the role of Service Delivery Manager Germany is to be responsible for the Germany based in house Engineering Team as well as service partners service delivery in EMEA (includes SP's in Portugal, Spain, Italy etc.).
The role will require extensive travel throughout EMEA and working with other areas in the
organisation which may require overseas travel to AMEC and APAC in the future.

Role Responsibilities
The following are the responsibilities and functions of the role for the following areas:

Service Partner Management
*Maintenance of the customer asset schedules in scope for our client to be maintained with service partners working with our clients Partner Management
*Responsible for monitoring and maintaining spares kits with our service partners (Initial
sparing and replenishment process management) working with logistics
*Regular reviews of the assets in scope and reviewing contracted asset schedules
working with service partners in EMEA
*Ensuring we have service partners with the correct skillset in the correct area where customer assets are based in accordance with customer SLA's with the right level of capacity to service these assets
*Reviewing number of calls / services provided with service partners to make decisions on commercial arrangements
*Decommissioning service partners working with our clients Partner Management
*Service delivery support and escalation contact for both the service partner and the Call Centre in Houston, Texas
*Ensuring SLA performance is met in EMEA through Service Partners
*SPOC for service partners for issue resolution
The responsibilities outlined above cover the majority of activities involved with this role but
this list is not exhaustive and aims to provide some focus and understanding for the role.

Location of the role
The role can be based in our Munich office until early 2019 after which point the office is planned to move to the Franfurt region. It will be based on a traditional 40 hour week although times are totally flexible as the role will require travel and the individual will need to be available outside of
normal working hours including weekends to support calls / escalations although these are not high volumes.

So if you are a German Service Delivery Manager looking for your next exciting career challenge please apply now!

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