The Service Delivery Manager is responsible for ensuring both the operation of Bucher + Suter’s Customer Service department and customer satisfaction in compliance with economic and contractual principles. The SDM will continuously identify, evaluate, and implement measures to increase customer loyalty.
Strategic cooperation with the sales department is carried out through coordination, lead generation, and the setting of common goals. The SDM reports to the Head of Customer Service.
Ensuring customer satisfaction through regular service reviews
Contract change management
Conducting negotiations with customers (claim-, change- and incident management) and suppliers
Contract management and identification of possible gaps
Identifying new opportunities to support the sales team
Management of service transition projects (transfer of projects into operation)
Management of SLAs and/or outsourcing contracts with international service components
Participate and engage in the development of the service contract
Ensuring events that may impact the service contract are considered throughout its lifecycle
Analyzing and evaluating the results of indicators and proposing action plans
Establishing, monitoring, and reporting of procedures
Managing and proactively resolving escalated customer issues
Ensuring that operational teams (and, potentially, subcontractors) maintain a clear understanding of the customer’s needs and priorities
Providing day-to-day customer advice and support
Building and maintaining healthy and long-term customer relationships through clear and concise written and verbal communication, increasing trust and involvement whilst reducing ambiguity and conflict
Motivating, inspiring, and mentoring project team members to excel in service delivery
An understanding of customer business processes
Service management knowledge of ITIL
Technical and business management training or adequate professional experience
Experience in IT, NW, and IPT, as well as general expertise
Leadership and conflict management skills
Confident and clear communication skills
Knowledge in the area of process and service analysis
High standards of accuracy
Keeping overall objectives and strategies in mind and not being deflected by matters of detail
LEAN and problem-solving mindset coupled with a passion for customer
Articulate and able to present at board level. Adapt communication to the audience
Influencing and persuading others to take a specific course of action when there is no direct line of command or control
Keeping commercial aspects continually in mind when taking actions or making decisions
Willingness to travel when/if needed
Full English language proficiency is a MUST
Opportunity to work from home (fully remote in the US, hybrid work in Europe)
If you have any questions, please call us on +41 31 917 52 00, or email us atjobs@bucher-suter.com. We look forward to getting to know you!
Please send your complete application! Apply now If you have any questions, please call us on +41 31 917 52 00, or email us atjobs@bucher-suter.com. We look forward to getting to know you!
Your contact person: Stefan Bogner Head of Customer Service
*Your documents will be treated confidentially. By submitting your application documents, you agree that Bucher + Suter AG may process them to conduct the application process at its locations in Germany and Switzerland. Further information on Data protection .
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