Customer Service Manager (m/w/d)

VusionGroup SA; Köln; Vor Ort; EUR 50.000 - 75.000; Vollzeit

Zusammenfassung

A leading company in IoT and SaaS solutions is seeking a Service Delivery Manager for its Customer Service Management department. The role involves monitoring service contracts and coordinating teams to ensure quality delivery in the retail sector. Candidates should have a degree in IT engineering, with 3-5 years of experience, and strong customer relations skills. Fluency in English is essential, with additional languages being a plus.

Leistungen

Programs and benefits for personal and professional growth

Supportive workplace environment

Qualifikationen

• At least 3-5 years' experience as a Service Delivery Manager.
• Preferably experience in an international environment.
• Desirable knowledge in the retail and IoT sectors.

Aufgaben

• Monitor compliance with service commitments and manage contracts.
• Coordinate teams to ensure service delivery quality.
• Define SLA/OLA content and manage service changes.

Kenntnisse

Dynamic

Team-oriented

Customer relations skills

Resilience under pressure

Stress management

Fluency in English

Knowledge of Spanish, Italian, or German

Ausbildung

Degree in IT engineering or equivalent

Jobbeschreibung

Within the Customer Service Management department, you will be responsible for managing managed services related to our IoT & SaaS solutions in collaboration with internal teams and customers in the retail sector. Your key responsibilities will include:

• Monitoring compliance with service commitments and the means implemented on service contracts (support, maintenance, fleet management, etc.) in coordination with stakeholders (support, sales, customer project managers, experts, etc.)
• Coordinating teams (support, customer project managers, etc.) to ensure quality service delivery and meet service contract commitments
• Defining the content and terms of service delivery through SLA/OLA descriptions and evolving them as needed in consultation with stakeholders
• Leading customer steering committees
• Managing events that may impact the service contract throughout its lifecycle
• Developing progress and action plans
• Proactively proposing scope changes, quantifying, and justifying them with the customer in collaboration with the Key Account Manager (KAM)
• Participating in the implementation and renewal of contracts related to sales and pre-sales to provide relevant indicators and strategic insights

Qualifications:

• Degree in IT engineering or equivalent with at least 3-5 years' experience as a Service Delivery Manager, preferably in an international environment

Experience:

• Knowledge and experience in the retail and IoT sectors are desirable

Skills:

• Dynamic, mobile, flexible, team-oriented, and capable of fostering a positive working environment
• Strong customer relations skills, resilience under pressure, and stress management are essential, especially in the retail sector
• Fluent in written and spoken English due to the international nature of our teams and clients
• Knowledge of Spanish, Italian, or German is a plus given our expansion across Europe and the Middle East

Additional Information:

We innovate. We help communities thrive.

VusionGroup operates in 19 countries, with a globally distributed team of curious, dedicated, and collaborative colleagues.

Our environment is fast-paced, challenging, and ambitious. Your contributions will be valued as we reinvent modern commerce—together.

We feel supported. You will too.

VusionGroup is committed to providing a safe, happy, and respectful workplace, offering programs and benefits to support your personal and professional growth.