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As a Service Delivery Manager, you ensure the compliance with the Service Delivery Code (SDC) and all Hemmersbach standards in the corresponding field of service or customer account. You live the Hemm
- USA - Puebla, MX
- Professionals
- Full-time
— Your Benefits —
Dental insurance
Extensive paid training
Health insurance
Internal career development
International environment
Job with purpose
Life insurance
Mentor program
Your skills
- Determination, autonomy and personal motivation
- Ability to work on numerous tasks simultaneously
- Practical experience in project management, preferable in IT field / services for atleast 3 yrs
- Technical background and experience as IT support
- Bachelor degree in Computer Science, Management or equivalent
Your Tasks
- Management of Technicians.
- Supervising of the processes and the level of service contractually appointed (SLA, KPIs etc.)
- Recognize and implement the potential for process optimization.
- Maintain the Productivity Index for the Onsite services team per project targets.
- Responsible for customer satisfaction and overall Total Customer Experience (TCE) targets.
- Handle customer escalations by escalating and ensuring resolution.
- Establishing root cause and perform post incident reviews internally.
- Provide mentoring, coaching, performance management and leadership to the team.
- Project planning, preparation and execution.
- Create training plans on focused and mandatory portfolio for the team.
- Interface between team, management and customers, including escalation management.
- Minimize parts write off costs through Supply Chain review, audits and management of part returns.
- Recruit and support development of direct staff members.
Be part of us
Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.
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