Your responsibilities
1. Managing the relationship with internal clients and external partners to ensure expectations are managed and exceeded, and SLA’s and KPI’s are achieved
2. Accountability of the services delivered to the company, ensuring quality and stakeholder satisfaction, and acting as the single point of escalation for all service-related issues
3. Ensure service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented
4. Investigating, reporting, and resolving customer satisfaction issues
5. Identify areas within current methods for service improvement and drive continual service improvement
6. Communication of all service-related matters
7. Leadership, mentoring and support to resources to ensure overall success of the service engagement
8. Identify training requirements, provide mentorship to the overall Medartis IT team and peers in the organization where needed
9. Foster and promote continuous improvement, demonstrating appropriate background and service-related experience
Your qualifications
10. 5+ years’ experience within a service delivery/operations capacity
11. Strong ITIL exposure with accompanying certified accreditation (ITIL V3 or V4 foundation, ITIL Best Practices)
12. Track record of building credible customer relationships at all levels within an organisation across different departments and customer groups
13. Broad and basic understanding of IT technology concepts (Network, Server, Client, Cloud) and software implementations (SAP, SAP/4 HANA, M365)
14. Experienced in working in process oriented environments
15. Experience with GxP concept and CFR 21 Part 11 compliance
16. Experienced in managing requirement definition through to the creation of statement of work based work services
17. Financial awareness and budgetary control skills
18. Excellent communication, presentation, facilitation, influencing and negotiation skills
19. A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and improving services
20. Fluency in German and English (verbal and written), other languages are a plus
What we offer
Due to continuous and sustained growth we offer this new position as Service Delivery Manager to join our team. You will be able to take on full responsibility for the service delivery management. This needs a lot of passion and aiming for excellence.
About Medartis
Medartis is a leading medical device manufacturer specializing in high-precision implants for the surgical fixation of bone fractures, fusions, and osteotomies. Our motto of "Precision in Fixation" is our commitment to innovative development and stringent quality standards with the goal of improving the patient's quality of life.