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. That’s why Hemmersbach is The Social Purpose IT Company.
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.
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
A Bachelor’s 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
Free access to HP Certification Training
A highly regarded team member within an exponentially growing international IT companyexciting projects and challenges daily and with autonomy
Team Spirit: strong team spirit and a great working atmosphere in a friendly team
Direct and informal communication even at management level
Career Opportunities: Great possibilities for professional, personal and language training
Buddy programme to make sure you have an amazing start, a welcome pack included
A support package that includes: medical coverage, Dental & Vision coverage, Life Insurance, Short & Long Term disability insurance, 401K, PTO.
A company that is not only continuously commercially successful but also provides a sense of purpose
Rhino-force.org: Our environmental protection organization protecting one of the most endangered species on this planet.
Kids-family.org: We take care of children that grow up without their parents in Poland and India. We don’t just give them shelters. We turn their shelters into homes.
Apologies, your browser is outdated! For this reason, issues with displaying our website may occur. To ensure the best user experience, you will need an up-to-date browser. Please use any actual browser and enjoy our new website.
If you have any questions concerning our website or need assistance, please contact our support team.