• Are you motivated to lead service excellence, support customers in achieving their goals, and build trusted relationships while driving continuous improvement?

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• Do you thrive on delivering results, building strong customer relationships, and learning while collaborating effectively with diverse stakeholders? 
• Are you keen to be part of a global IT company that strives to build a diverse and inclusive culture of equal opportunities? 

Location: Prague, Czech Republic | Work arrangement: Hybrid | Contract type: Full-time | Reporting to: Senior Manager Service Delivery - Team Lead | Language requirements: Fluent/professional Czech & English, written and verbal; communicative German is an advantage 

As the new Service Delivery Manager for our Digital Supply Chain (DSC) service, you will support customers in all areas related to an optimized and digitalized software procurement process. You will be responsible for the end-to-end quality of the Managed Services and critical projects delivered by the service teams. You will monitor all service activities for your customers and strengthen the customer relationship as a trusted advisor. As part of the SDM community, you will also actively contribute to the continuous improvement of the service while incorporating customer feedback. 
 

Key Responsibilities 

• Work closely with the Service Delivery Management Team Lead and all involved teams to introduce and further develop best practices and ensure compliance with service levels  
• Take overall responsibility for delivering outstanding service to your assigned customers across all areas  
• Manage and resolve customer escalations  
• Monitor service levels and all relevant customer KPIs  
• Dedicate up to 80% of your time to customer projects  
• Prepare monthly/quarterly performance reports and analyses, and present them in business reviews with customers  
• Travel requirement: approx. 20%