Service Delivery Manager with French

Position Overview

The role holder manages the Service Delivery to one or more multi-Country/in-Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction. 

Our Service Delivery Manager's focus is on:

• Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Developing strong relationships (KPI: Strong network in place)
• Working with Client Delivery Account Managers in managing sales cycles and same account growth initiatives
• In conjunction with Client Delivery Account Managers, developing account plans and service strategies with customers to drive enhanced margin and P&L performance
• Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
• Provides support to new business opportunities
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
• Ensures processes are in place to pro-actively protect consistent service quality
• Constantly improves the quality and inter-working of the whole virtual service team, including other Partners and suppliers
• Identifies same account growth opportunities to be converted into sales prospects. 

What you need to be Successful

• Experience of having successfully operated at prime customer contact level
• Service Delivery Management experience having led high quality service delivery to customer(s)
• Business unit or contract budget understanding
• Experience working in a virtual environment
• Strong presentation skills with experience of presenting to Senior customer representatives
• Proven experience of Supplier Management
• Demonstrated ability to work collaboratively - within a matrix management environment
• Experience working across Countries and Cultures - in particular across German market
• Professional qualification in ITIL or project management (Prince, PMI) desirable, Lean Six Sigma certifications a plus.
• Full Professional Proficiency both in French & English

What we Offer

• Competitive Salary
• Meal Allowance on Card
• Well-rounded Health and Life Insurance Packages
• Different bonuses for life events
• 25 annual leave days
• Global Career progression opportunities