Our multinational client with American background is looking for an experienced German speaking Client Manager (Central Site Operations Manager) who has a background of Service Delivery Management or Client/Key Account Management for its stable Shared Service Center in Budapest.
Benefits :
- Value added processes, complex tasks
- Attractive work environment
- Good internal movement opportunities
- Corporate key client portfolio
- Home office opportunity
You will be responsible for:
Centralized role that is responsible to manage & execute contracted Managed Services as defined by Customer Statement of Work (SOW) in local language (German). The CSOM works with customer contacts, 3rd party partners and the company resources to execute defined services. Duties include day to day services delivery execution, escalation management, generating reports. Accountable to support implementation activities and post implementation services to meet Customer and the company’s targets. Expected to consistently demonstrate and represent the brand according to the company’s mission and guiding principles.
Key metrics:
- Customer Satisfaction
- Client Renewal Rate
- Service Level Attainment
- Task Complete to Plan
- Key Process Flow Accuracy
- Other Operational Metrics identified relevant to the contracted service
Requirements :
Ideal Candidate will have the following experience:
- Significant interaction with Customers in an Operations/Service Delivery role; handling issue resolution, general service delivery concerns, escalation management
- Customer interaction experience with Enterprise level clients such as Line of Business Managers, IT or Procurement Directors, IT Professionals, Program Managers, etc.
- 2+ years experience in an operations role
- Experience with the delivery of operations through the use of technology solutions
- Demonstrated ability to interact with customers via phone and email
- Fluent Business English, fluent Business German
- Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver services per the SOW
- Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
- Project management skills; prefer working knowledge of Microsoft Project
- Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
- BA/BS/BBA degree in Business or equivalent experience
- Six Sigma, Lean, TQM or other business process improvement methodology preferred
- Project Management certification preferred
- ITIL / ITSM experience; certification preferred
