Job Title: Digital Service Delivery Manager
Job Description:
We are seeking a highly skilled and experienced Digital Service Delivery Manager to join our team. As a key member of our organization, you will be responsible for managing relationships with external IT service providers from a commercial, performance, and contractual perspective.
Your primary focus will be on ensuring the delivery of high-quality IT services that meet our business requirements. You will work closely with our procurement and contract management teams to ensure seamless service delivery.
To achieve this, you will need to monitor provider performance against contractual deliverables and take ownership of integrated performance analysis. This will involve collaborating with cross-functional teams to identify areas for improvement and develop strategies to drive excellence.
You will also contribute to the assessment of IT providers for specific services, drive monitoring of SLA adherence, and support escalation management towards providers. Additionally, you will be responsible for contributing to the definition and maintenance of market-standard KPIs/SLAs and supporting claim management.
A successful candidate will have relevant educational qualifications and at least 5 years of experience in a similar role. They will possess excellent communication skills, both written and verbal, and be able to work effectively in an agile environment. Fluency in English is essential, and proficiency in other languages such as German may be beneficial.
Key Responsibilities:
* Manage relationship with external IT service providers.
* Monitor provider performance on contractual deliverables.
* Take ownership of integrated performance analysis.
* Contribute to assessment of IT provider for specific services.
* Drive monitoring SLA adherence.
* Support escalation management towards providers.
* Contribute to definition and maintenance of market-standard KPIs/SLAs.
* Support claim management.
Requirements:
* Candidates with relevant educational degree and demonstrated experience (> 5y).
* Effective written and oral communication in English on a business level.
* Structured, accurate and result-oriented, able to work against deadlines in an agile environment.
* Fluency in English; German and/or other language is an advantage.