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Coventry

    Service Manager - Coventry, United Kingdom - Kapsch TrafficCom AG

    Kapsch TrafficCom AG
    Kapsch TrafficCom AG Coventry, United Kingdom

    1 week ago

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    Description

    Your responsibilities:
    Customer Relationship: Lead the daily interaction with the Customer representatives.

    Responsible for developing a long-term relationship with the customer representatives on all levels – including senior managementPrime interface between the customer and the contractor service unit's also with Kapsch sub-contractors and resolver groups service level management.

    Recognize and develop technical and financial optimization potentials or post-market potentials in the respective operational management / service contracts and areas.

    Developing and manage change requestsCompliance with customer-related SLA parameters, action plans to address issues.
    Monthly Service Reports - oversee data collection & inputs from service managerssuch ach Incident and Problem managers. Provide report commentary and context.
    Customer service reviews - organize, chair, minute, track/chase actions.
    Internal governance meetings - organize, chair, minute, track/chase actions.
    Sub-contractor service reviews – review performance and identify areas and actions for improvement and adherence to SL's.

    Monitoring and design of complaint handling and complaint management of the respective customer with the aim of high customer satisfactionResponsibility for the profitability of relevant maintenance contractsControlling sales and margin quality of the relevant maintenance contractsMaintain description and documentation of the services providedSupport the identification of Training requirement both service and technicalReport to Kapsch management on key deliverables and progressYour profileFluent in English in speech and writingHigh customer and solution orientationMinimum 10 years' experience at service delivery management positionAdvanced knowledge of ITIL and Service management – preferably with corresponding certification(s).

    A structured and independent way of working, being independent and resilient. Willingness to learn and to work in an international environment.

    Excellent communication skills and Team playerDeep understanding of delivery of the IT ApplicationsExperience in Traffic Management area is an advantageWillingness to travel (up to 25%) and work in an international teamAvailability for oncalls.

    Our offerPermanent contractPrivate medical care, life insurance and pension planHybrid working modelAttractive salary packageChallenging limits of mobility for a healthy world without congestionKapsch is proud to be an equal opportunity employer.

    We attach great importance to a balance in the diversity of our employees. Therefore we welcome all applications without regard to gender, age, religious beliefs/ideology, sexual orientation, ethnicity or national origin.
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