Service Delivery Manager (Erlangen, DE)

Service Delivery Manager (Erlangen, DE)

Join sunhill technologies GmbH and influence the future of mobility and payment by fulfilling exciting and challenging projects. We are looking for motivated individuals to work on cutting-edge technologies with sunhill’s big variety of partners. As a subsidiary of Volkswagen Financial Services AG, we keep the agile start-up spirit alive while leveraging the global reach of a worldwide successful automotive player.

You are looking for team spirit, creativity and an openness to new ideas? Do you have a passion for new technologies? What are you waiting for? Join our international team to manage, develop and scale mobile payment systems for a global market.

Your Responsibilities

  • Implementation of L1 / L2 / L3 high performing Multilingual Service Desks using virtual teams
  • Coaching of L1 / L2 Service Desk Agents
  • Execute basic customizations in the Service Desk tool
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As the owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies, and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
  • Communication with external partners, e.g. platform suppliers, energy providers, garage operators, barrier operators, etc.

You Should Be Able to Offer

  • University degree in information systems or business administration or any equivalent experience
  • Experience in an IT-company and/or mobile app solution environment as well as an affinity to digital topics
  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified / Expert knowledge of ITIL disciplines
  • Demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Strong organization/project planning, time management, and change management skills across multiple functional groups and departments
  • Strong communication skills, structured work approach, and team player attitude

What We Can Offer You

  • Young and international company culture in a start-up work environment
  • Strong team spirit and regular team-building events
  • “Flex-time” employment
  • Competitive salary and additional performance-based rewards
  • Support for further education, training, and professional development

Have we made you curious?

Please send your application and help us develop mobility and payment solutions!

Apply for this job
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