Requirements:

• Expertise in ITIL V4 framework
• Expertise in incident management, troubleshooting, and Root Cause Analysis (RCA)
  documentation
• Expertise in the usage of MS Professional Applications, SAP, BMC Remedy, Service Now Jarvis, Contract Database, Confluence, Jira
• Expertise in realising churn potential and claim management
• Expertise in contract management, financial management, service management and service improvement, escalation management
• Open communication to external/internal stakeholders (customer, internal management, at all levels)

Project description:

Our customer is a German company specializing in comprehensive IT solutions, supporting enterprises in their digital transformation. With extensive experience, it offers high-quality services that include IT infrastructure management, business applications, and modern workplace (Digital Workplace) solutions. The company focuses on long-term relationships, tailoring services to meet clients’ specific needs, ensuring stability, security, and innovation. They operate throughout Germany, with its primary goal being to help clients achieve long-term success in a dynamic technological landscape. The company serves a wide range of clients, including large enterprises and organizations with complex IT needs and provides modern IT infrastructures and scalable cloud solutions, such as SAP and AI, customized to clients’ requirements. Our customer operates as a dynamic IT service provider, supporting the digital transformation of the German economy.

Main responsibilities:

• Responsibility over medium multi-disciplinary or single large size account
• Supervising Service Delivery Associates and supporting them in managing towers of their competencies
• Execution of task with high independency and with only small supervision of more experienced colleagues
• Ensuring high awareness of priorities between all the stakeholders
• Ensuring customer needs and expectations are understood and properly executed in the operations
• Ensuring tasks are completed efficiently and costs savings are made whenever possible
• Ensuring the agreed service management standards and process are adhered to
• Ensuring the deliverables of the service comply with contractual requirements
• Financial management and understanding financial concepts (cost, profit, cash flow)
• Drive P&L and budget to ensure services is delivered profitably
• Billing and checking of invoices
• Monitoring of contracts financial status
• Support in handling penalty fees and credits
• Forecast creation
• Effective resource management and costs minimization activities, so that activities are conducted within budget
• Risk management
• Creation and maintenance of process documentation
• Monitoring and raising improvements, claims etc.
• Monitoring and reporting on service performance
• Managing service reviews and follow up actions
• Quality management
• Contributing to remediation of service failure and continuous improvement of delivery
• Support of Sales Team
• Ownership of escalation process
• Managing of escalations if needed in a proper way (according to the customer based Governance model)
• Processing of personal data to the extent necessary for the proper performance of duties
• Opportunity management
• Support in offer creation
• Incident- and Escalation- management
• Project specific support – evaluate potential risks, propose and initiate solutions
• Support on internal contract activation
• Change and Service Request management
• SLA monitoring
• Regular training and education
• Ownership of the service improvement program for Service Management
• Settlement of key metrics – Key Performance Indicators (KPIs) and Critical Success Factors (CSF’s) and reporting against them
• Exploring opportunities and expansion of service
• Building immaculate relationship with all customer counterparts involved in contractual service delivery