Your career at Deutsche Börse Group
Your Area of Work
The Service Delivery Manager is accountable for the day to day delivery of services to our clients.
They will monitor on a weekly basis all cases requests coming from Clients; they will act on a daily
basis as the single point of contact for service-related queries where prioritisation and/or
escalations, outside of the normal day to day transaction level of interactions, are happening.
The SDM is responsible for ensuring all cases are being managed according to the service level
agreement and provide the Production team and other internal teams with the relevant guidance
and support to manage potential delays in our client escalations. They are responsible for building a
relationship of trust with 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 to 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