Service Delivery Manager

For our client T-Systems we are looking for Service Delivery Manager. As Service Delivery Manager you are responsible for Customer & Contract Management, Service Assurance and Financial Performance & Billing. Core tasks  Contract management  Contract fulfillment o Ensuring agreed terms of delivery and services o Quality monitoring at the contract level  Customer result responsible in cooperation with SAM (related to target T*RIM results)  Ensuring Revenue in the base accounts in cooperation with SAM  Input driver for Financial Performance and Service Ensurance  Customers Advocate of the customer T-Systems internally  In cooperation with OPMs planning of cost savings and efficiency improvements  Escalation/ Complains management and delivery complaints  Claim/Disputes management  Service Improvement Plan: o Clarification, improvement and alignment of processes within account. o Preparation/updating of SIP o Steering of SIP meetings, leading of SIP program with internal and external counterparts. o Responsible for implementation of improvement actions (leading role) o Is developer and promoter of best practices in his field of expertise. o Stabilize and defend the existing business o Controlling – establish and maintain an effective method of controlling the success of all the operational tasks and projects.  Project management o Steering and leading of small projects (no dedicated project managers) o assistance of SAM in medium/large projects – representing/acting on behalf of SAM o Assistance with costing-revenues related to project o Assistance with project budget reporting o Assistance in creating PM request forms and defining project scope/deliverables and timelines together with SAM and project manager  Document management  Risk management  Audit management  Opportunity management o Strategy execution – implement the agreed strategy and carry out projects to ensure the successful implementation of the agreed strategy. o Strategy changes – ensure adherence to the strategy implemented, provide feedback on results and negotiate changes to the agreed strategy. o Planning and organizing – establish and maintain an effective method of planning and organizing all the operational tasks and projects.  Involvement in Sales Processes + assistance in SALSA updates + Salesforce updates  Financial Performance and Billing o Verifying and reviewing inputs for invoicing TS internal and towards the customer according to NL Month Close Due Calendar o In cooperation with SAM: - Steering of Cost Saving/Efficiency measures - Preparing and executing Finance Reviews - Preparing forecast inputs o Preparing inputs for financial compensation o SPOC for invoicing complaints o Accountable for Pre-check file creation and responsible for its approval o Clearing of unwanted costs Your Profile  Bachelor Degree in Information Systems, Computer Science, Commerce or similar  Minimum 3 years of relevant experience as a customer facing Service Delivery Manager  Excellent English written and verbal communication skills  German or Dutch (level B2-C1) – nice to have  good team player; highly motivated self-starter Technical requirements  SM9  Sharepoint  Q-base  SALSA  Salesforce  MilesPlus  SAP GUI Location (one of the below locations)  Košice (Slovakia) – preferred, Saint Petersburg (Russia), Budapest (Hungary)