Your Area of Work
The Service Delivery Manager is accountable for the day-to-day delivery of services to our clients.
Your Responsibilities
* Monitor and manage all assigned client queues ensuring service level agreement adherence
* Provide daily, weekly and monthly rhythm of business with assigned clients
* Provide clients with golden source metrics usage data for monthly and quarterly service reviews
* Manage all clients’ escalations and incidents to full recovery and provide regular update communication
* Monitor and coordinate Clients’ Incident Reports completion till final submission and ensure respect of SLA for delivery
* Own agreed service improvement plans and reporting
* Own Clients’ projects including big or small events and onboarding/offboarding projects
* Provide and/or organize training and support to clients to ensure adherence to Kneip process and procedures
* Participate in all assigned training
* Act and work in compliance with all internal rules and policies
Key Interlocutors
* Kneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalation
* Account Management Team: to be aligned and ensure a proper follow-up of our clients
* Client Service team Managers: key contact in order to solve the client’s query
* Product Owner: key contact in order to solve the client’s query
* IT Engineering: key contact in order to solve the client’s query
Your Profile
* At least a first experience working in a similar role and services provider
* Fluency in English and/or French - German would be considered as an asset
* Communication skills
* Problem solving oriented
* Teamwork
* Relationship management
* Challenge management
* Project management
Seniority level
Not Applicable
Employment type
Full-time
Job function
Project Management and Information Technology
Location: Cork, County Cork, Ireland
Salary: €60,000.00-€85,000.00
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