• Strong Experience in IT project management and Leadership
• Customer focus
• Communicator in English

As a Lead 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. As a Lead SDM you will be managing a team of Service Delivery Managers. You and Your team 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:

• Being a part of worldwide IT end-user projects
• Management of Service Delivery Manager team
• Supervising/Controlling of the processes and the level of service contractually appointed (SLA, KPIs etc.)
• Commercial and technical collaboration within the project team
• Supporting Service Delivery Mangers in their BAU activities
• Providing efficient reporting to internal and external stakeholders
• Recognizing and implementing the potential for process/costs optimization
• Responsibility for project profitability
• 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
• Ensuring that improvement initiatives are identified in service reviews and are acted on and progress reports are provided to customers
• Managing customer complaints including their recording, management, escalation (where necessary) and resolution
• Measuring, recording, analysing and improving customer satisfaction
• Work with our Sales Director and provide pre-sales support for potential new clients

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. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force, Hemmersbach Kids’ Family and Hemmersbach Climate Force. That’s why Hemmersbach is The Social Purpose IT Company.