Cisco UC - Service Delivery Manager (m/f)

REFERENZNUMMER:

359863/5

IHRE AUFGABEN:

-Ensure Service Delivery documentation is maintained during the contract term, i.e. Incident Reports, Change Reports (where appropriate), Trend Reports (where appropriate), Service Operations Manual (SOM), Maintenance and Equipment Schedule, Action Logs, Service Improvement Plans, amongst other documents
-Collate, monitor and analyze incident and change statistics, provide regular reports, and manage regular service review meetings with the customer as agreed in the SOM
-Ensure customer satisfaction by consulting internal departments to deliver against agreed KPIs as defined within the Contract, Service Schedule/s, SOM and SLA
-Actively ensure that root cause analysis is undertaken for ongoing issues
-Ensure that the root cause is defined to a level that is clearly understood by the relevant heads of departments so as to drive the improvement within the business
-Identify, create and drive Service Improvement Plans to achieve business benefits in partnership internally and with the customer
-Participate in the escalation process for all major incidents and/or changes to ensure that the appropriate functional, technical or 3rd party escalation takes place to either successful completion or appropriate handoff
-Identify new account development opportunities and pass this onto the sales account manager for ownership
-Verify regularly (monthly/quarterly) the equipment schedule with the customer as part of the Service Entitlement process and manage updates to the maintenance schedule with the Contracts Admin team

IHRE QUALIFIKATIONEN:

-Experience in the service delivery management role
-Experience in a customer facing role is mandatory
-Seniority to consult the customer and the technical resources onsite
-Technical knowledge about Cisco Unified Collaboration is a big benefit
-Strong business skills with demonstrable track record of achievement
-A recognized management qualification and an ITIL Foundation (V3) certification (or above) is preferable
-Resourceful, self-motivated and decisive with strong decision making capability
-Organized and methodical
-Ability to get things done through a combination of direct control, time management, prioritization, persuasion and influence
-Good basic IT skills: Microsoft Office, Outlook etc.
-Understanding of basic IT infrastructure principles
-Strong customer focus

WEITERE QUALIFIKATIONEN:

Administrator