We are seeking a highly skilled Service Delivery Specialist to join our team. This is an exciting opportunity for a customer-focused individual to drive business outcomes and build long-term relationships with clients.
The successful candidate will serve as the trusted partner for our clients, ensuring seamless service delivery and fostering strategic partnerships. They will oversee service governance, manage client operations, and ensure the achievement of Service Level Agreements (SLAs) to deliver exceptional results.
This role requires a strong analytical mindset, excellent communication skills, and the ability to work collaboratively with cross-functional teams. The ideal candidate will have a proven track record of delivering high-quality services, driving process improvements, and developing customized solutions to meet client needs.
Key Responsibilities:
* Develop and execute customized service strategies that enhance client satisfaction and long-term retention
* Oversee end-to-end service delivery, ensuring SLAs, OLAs, and contractual obligations are met or exceeded
* Proactively identify process inefficiencies and implement corrective actions to optimize performance
In addition to these key responsibilities, the successful candidate will also be responsible for:
* Mentoring and guiding junior team members to foster a culture of accountability and excellence
* Serving as the escalation point for critical client issues, ensuring rapid resolution and minimal disruption
* Staying up-to-date with industry trends and best practices to continually improve service delivery
Requirements:
To succeed in this role, you will need:
* A bachelor's degree or equivalent required (Business Administration, Communication, or Project Management focus preferred)
* Minimum 5 years' experience in Customer Service, Project Management, and/or Telecom
* Strong analytical and decision-making skills, with a fast learning curve and a desire to work in a client-facing environment
* Proficiency with Microsoft applications such as PowerPoint, Office, Excel, and Google applications
Preferred Qualifications:
Candidates with ITIL V3/v4 Foundation, CISCO CSM, or vendor accreditations such as Six Sigma, Agile, and ITIL will be highly desirable.
Language Requirements:
You will be expected to communicate effectively in English (C1: Independent User Level) and German (C1/Native).
Why Join Us?
We offer a competitive salary, private health and life insurance from day one, flexible working hours, meal allowance, and hybrid remote work options.
Equality & Opportunity for All:
We are an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability, or genetic information.
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