Service Delivery Manager (m/f)

Currently we are looking for a Service Delivery Manager (m/f) for Web services / Websites for an interesting project in the Web/ E-Commerce sector.

+ Quality assurance for the client's websites.
+ Act as an regional escalation SPOC for business and manage the daily offshore operations by sharing the regional priorities (if any) to meet the business requirements for the market's websites.
+ Ensure all business escalations are dealt on time and registered in the issue/escalation tracker.
+ Collaborate with Global Hosting providers to ensure availability of web services and assistance with resolving issues. (Know-How- Service levels, Escalation Path...)
+ Ensure that requests, incidents, changes and problems are managed as per the Service Management best practices are maintained. Review breach tickets, Incidents, Backlog tickets and take necessary counter measures.
+ Act as a problem coordinator for major incidents and collaborate with the Performance / Audit teams as required.
+ Perform trend/pattern analysis and propose continuous improvement plan to achieve consistency over the services delivered.
+ Perform random quality assurance checks on a weekly basis to ensure sanity of the data provided by Supplier.
+ Coach and train offshore team members on process adherence, new procedures, etc.
+ Ensure Knowledge Management, operational documentation, standard routines, operational guides are intact.
+ Crisis Management, create taskforce team to address any issues that impacts the service levelsGerman: nice to have

We are looking forward to receive your significant English or German CV. Please state also your hourly rate.