Service Manager with German

Required:
• Customer facing experience in: setting realistic expectations, responding to escalations, resolving issues, performing follow up/ follow through and providing high quality support;
• Excellent levels of understanding for end to end processes and awareness of issues and priorities;
• Strong verbal and written communication skills;
• Very good knowledge of English language;
• Very good knowledge of German language;
• Strong organizational, multi-tasking and prioritizing skills;
• Ability to work in a challenging environment with deadlines;
• Team player and coach;
• Technical knowledge/ experience is considered a plus (Windows, Linux, VmWare, Networking, AIX etc.)

KPIs:
• Successful administration of project management framework, processes, and tools
• Collation of status reporting across multiple programs and business functions
• Effective tracking and communication of project status and metrics
• Support the creation and improvement of processes, procedures, and tools

Main Responsibilities:
Takes responsibility for the overall delivery of the agreed project scope, ensuring day-to-day operational activities are carried out in a timely and reliable way;

Main interface between customer and company's delivery centre, whose main focus is to:
- Provides leadership & coordination of internal project team(s), monitoring and supporting the delivery of agreed services on the project;
- Acts as the main point of contact for the internal project team, being fully aware of the overall project status & planned activities;
- Cascades information at different layers internally & enable efficient communication with both internal & external steakholders;
- Represents the first point of escalation for the project service within the escalation matrix, responsible to manage & address effectively all communicated issues/ complaints;
- Ensures that issues are addressed properly and process improvements are put in place to increase service quality, effectiveness & efficiency;
- Drives operational excellence through creation, adoption and maturity of project tools and processes;
- Assures service quality objectives, implementing of governance and responsiveness through KPI’s and metrics;
- Enables ITIL maturity and global adoption levels focusing on the core ITIL process areas with emphasis on Incident, Problem, Change Management & Request Fulfillment competencies;
- Works with the service solution and project team to ensure that new services are introduced & operationalized correctly;
- In addition, is prepared to carry out any other reasonable duties as requested.