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Head of Tower Service Managers (m/w)

Eingestellt von hr Services GmbH aus Würzburg

Gesuchte Skills: Support, Client



The Head of Tower Service Management is accountable for the global delivery of the Tower portfolio to a customer. He manages a global team of Tower Service Managers. A Tower Service Manager is responsible for the delivery of all services of the Global Factory Tower to a customer in a country/region with focus on quality, cost and time. He is ensureing customer environment stability through proactive initiatives (reporting, assessment) and is making sure that all delivery processes (e. g. Change Management) are implemented and followed within the whole delivery organization. He has the end-to-end view responsibility and disciplinal team responsibility for Tower Service Managers in Germany and responsibility for Tower Service Managers globally. He manages a worldwide team with 10 to 25 people.


- Accountable for the global delivery of the tower portfolio
- Steers and manages the global team of Tower Service Managers
- Accountable for the complete end-to-end view of the tower portfolio in terms of contacts/SLA fulfillment

Customer Relationship Management

- Takes part in the meetings needed for his operational role, generally on request of Service Delivery Manager (SDM) and takes over the leading role for his/her entire tower
- Works with the SDM to gain understanding of the client, the contract, the business context and the priorities of the account. Attends the service reviews, undertakes and controls the appropriate actions together with the Tower Service Managers
- Takes over the role of a crisis manager for major service outages worldwide.

Operations Management

- Manages end to end services of his/her Tower, and for all other towers needed to deliver his/her service (top of stack principle)
- Member of the Account Service Team, he/she is the single interface to the SDM for the entire tower, wherever the services are run (onshore & offshore). When parts of the service are offshored or run in different countries, he/she is single point of contact for the SDM and coordinates the resources of the tower in all countries
- Ensures that the critical operating tasks are successfully managed along the contract lifecycle through implementation of the relevant policies and standards including compliance regarding security policies
- Creates strong cooperation with customer's management consulting to ensure (creating ad-hoc projects) that the customer is operating using standard methods and tools whenever applicable. Requesting SDM support if the change is customer-conditioned
- Drives the completion of the service acceptance, technical assurance and hands over processes for all significant changes and implementations
- Responsible for the Account operations, ASMM processes usage on his/her scope, capacity planning & business backlog within the Tower scope & evolution requests
- Creating or validating the solution part of limited up selling proposals (within delegation: volume, risk and standardization)
- Exchanging information with teams that work on the account within their tower

Managerial Responsibility

- Responsible as a Line Manager for a team of up to 25 employees worldwide


- Responsible for setting up and maintaining an effective organisation with the correct sizing. Manages employees in different countries and also offshores capabilities.


- University degree (Master) in Business Administration or equal qualifications
- At least 10 years work experience
- ITIL certification
- Project management and IT/ITSM background
- Contractual/legal know-how
- Outsourcing know-how
- German and English business fluent
- Initiative, customer orientation, team building, execution and implementation, leadership, passion and motivational fit


  • Vertragsart:


  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

hr Services GmbH

  • Straße:

    Frankfurter Straße 87

  • Ort:

    97082 Würzburg, Deutschland

  • Projekte:

    2 Projekte Alle anzeigen