Service Delivery Manager Local Operations

Stefanini EMEA; München; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A global tech consulting company in Munich is seeking a Service Delivery Manager to oversee local support services. Responsibilities include managing desktop support, client communications, and team leadership. The ideal candidate has local IT support experience, strong management skills, and is proficient in both German and English. This role offers the opportunity to grow within an ambitious organization focused on delivering premium IT services.

Qualifikationen

• Proven experience in local IT support.
• Minimum of 2-3 years in IT management.
• Experience with managing physical and virtual teams.

Aufgaben

• Monitor and manage desktop support for performance.
• Act as Single Point of Contact for clients.
• Provide leadership and coaching to the team.
• Manage on-site services according to scope.
• Identify and implement service improvements.
• Maintain asset management database accuracy.
• Ensure financial performance targets are met.

Kenntnisse

Local IT support experience

Knowledge of hardware and software

Ability to manage teams

Excellent customer facing skills

Proficient in German and English

Jobbeschreibung

Job Description

Our company is developing and you can expand your career along with it. Working in a constantly evolving environment you will act as a Local support Service Delivery Manager having full ownership of a designated account and being responsible for account performance and business growth management. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry and play a key role in ensuring the successful delivery of a premium IT service.

Core Responsibilities

• Monitor and manage desktop support to ensure service performance meets customer expectations
• Act as Single Point of Contact (SPOC) for client(s)
• Provide leadership direction and coach / mentor team
• Manage the on-site services according to the scope work and changes of scope
• Ensure that systems procedures and methodologies are in place to support the expected delivery of agreed services
• Ensure that best business practices are implemented
• Identify service improvements opportunities and ensure implementation of actions that lead to service optimizations
• Ensure that the assets in scope for the on-site teams are accurately tracked and registered in the asset management database
• Ensure that the local stocks under the responsibility of the on-site teams is kept tidy, the assets are tracked and stock levels are optimal.
• Ensure that the PC lifecycle is managed according to agreed client expectations
• Take ownership of customer complaints related to local support and ensure corrections actions are implemented
• Assist with new launches or new services with client(s)
• Responsible for the invoicing of services
• Ensure financial performance targets are met
• Ensure that project and ad hoc activities are charged to the client either as part of the on-going contract or through a change request form
• Evaluate, classify and determine impact of change requests
• Develop service dashboards weekly and monthly reports and ensure data analysis that result into actionable outcomes
• Facilitate and lead weekly / monthly and quarterly service reviews with your team and client
• Provide to management regular reports on service performance
• Own and grow your designated account and lead by example.
• Innovate and propose new improvement ideas.
• Develop weekly status reports that will roll up into a monthly report.
• Participate in client meetings including Quarterly Business Review;
• Represent your region in the Quarterly Business Reviews;
• Own the local onboarding of the local workforce;
• Excellent organization and communication skills flexibility good time management and ability to follow processes and procedures.

Qualifications

• Proven experience of local IT support
• Good knowledge of hardware software and infrastructure technologies
• Experience with managing physical and virtual teams
• Excellent customer facing skills
• Minimum of 2-3 years experience working in an IT management role
• Proficient in German and English both written and verbal

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Apply Today

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Diversity & Inclusion

Here at the Stefanini Group we value plurality and equity regardless of race, sexual orientation, disability, age, ancestry, religion, gender and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology. We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here we like to say that technology is not the end but the means: what really matters are the people who drive it all.

Our mindset is AI First meaning we invest in cutting-edge technology in everything we do focusing on results for our clients.

We are a company – a GROUP that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team and have space to contribute with ideas and projects.

More than just talking about digital transformation we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate and be part of something bigger the Stefanini Group is your place.

We want to inform you that there are currently scams targeting job seekers by falsely using our company’s name Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.

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Key Points to Remember

Legitimate job offers only follow interviews conducted with our hiring managers or clients.

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Recruitment Details

Required Experience: Manager

Key Skills: IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems

Employment Type: Contract

Experience: years

Vacancy: 1

Location

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