Full-Time Customer Service Manager - English/German speaking

• Accountable and primary responsible for managing contract fulfillment with focus on time, quality and cost.
• Responsible for development of offers for contract expansions and simple renewals, as well as for escalation and claim management.
• Accountable and responsible for E2E execution of standard farming and upselling.
• Responsible for identifying and managing opportunities in contract related standard/product business.
• Strong overall responsibility for single contracts that combine multiple PU-offerings.
• Coordinate service delivery activities between the organizational units and supervise their work.
• Ensure compliance with deadlines and expected service levels.
• Apply adequate project delivery methodologies, tools, techniques and processes.
• Manage financial and service reporting, along with the monthly billing procedure.
• Responsible for external/internal cost-saving initiatives, as part of the continuous improvement.
• At least 2-3 years of professional experience in the IT-industry, with experience in the Service Delivery Management field
• Applied knowledge of ITIL and Agile concepts, with experience in Process management
• Outstanding communication skills, with fluency in German (C1 or B2 level) and English (B2 level or higher)
• Strong presentation and moderating skills
• Ability to prioritize and handle multiple projects with shifting deadlines
• Flexibility and willingness to expand beyond the traditional Service Delivery Management approach
• Relevant experience with utilizing ticketing tools, along with a solid grasp of security protocols
• Knowledge of networking and cloud technologies is an advantage
• Experience in in-depth contract management is advantageous

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