Service Delivery Manager - German Speaker

Objective of Role

The SDM ( Functional / Technical focus ) manages global or local Accounts globally and is accountable for NGA teams to provide services with the highest quality and guarantee its continuity as prescribed in the client contract. Is responsible for ensuring the proper delivery of the service and to maintain and develop relationships between the business unit and any internal or external stakeholder at all times, working collaboratively alongside the Account Leadership, Service Delivery teams, Sales and any other involve teams to deliver end-to-end of the management of all service components on the contract scope both on a day-by-day and an ad hoc basis.
The SDM is responsible for the customer relationship in the areas of direct responsibility (regionally or globally, based on the specific account needs and assignments)
Maintains functional/technical high-level knowledge of specific area of expertise and more specifically maintains the networking contacts to gather the necessary information to provides contractual and leadership advice regarding its application.
Is accountable for client reporting tasks, billing and financial results in the area of responsibility
Depending on account scope, size and situation, acts as AD

Main Responsibilities:

• Accountable of the e2e management of all contractual service components on the contract scope, functionally and or / technically.
• Focuses on making things happen according to the company standards by working and interacting with all NGA internal teams. Creates a confident and collaborative environment, removes organisational barriers to performance, uses tools to document and monitor, acting to ensure delivery of expected results. Proactively creates and enhances strong internal networking to address challenges and opportunities through the right levels
• Ensures an in depth knowledge of the contract’s T&Cs, shares it with all relevant parties internally to enable and ensure correct management, execution and quality in implementation
• Through strong knowledge of the contract, SDM will ensure driving Change Requests (scope control) and delivers CR’s with at least a 30% of Gross Margin
• Accountable for operating cost targets, Proactive Root Couse Analysis (RCA’s), SLA’s, and reporting on services. Works to ensure that quality SLA data is provided via the reporting tools to our client (hrX Assist, SNOW and Business Object or any other defined tool) as part of the Governance Performance Reviews.
• Responsible for cSAT and Cash Collection ( Billing Processes )
• Supports Security Initiatives and will support accountable teams in any possible Security Incident. Is responsible for sharing the final Security RCA with the client along with the AD and based in the information created and shared by the Security and Delivery Teams
• Supports the AD in remediation Accounts, by working with the remediation team ( when required) and other involved teams and pushing / aligning on the management of the plans driving to an earliest solution
• Accountable for sign-off of smooth Go-Lives, 3 months of Hypercare and conditional go-live actions.
• Sets the tone for our internal teams and brings the best of NGA to our clients
• Owns their Business – have a deep knowledge about their clients, their results (operational and financial), their internal dynamics, evolution and critical spots to be able then to combine these to NGA's capabilities and uses these to drive better outcomes for our clients and NGA

Demonstrates the Account Management key qualities of:

• Autonomy, Initiative and Proactivity. Responsibility and Ownership. Prioritization
• Flexibility and Adaptability: Positive,” Willing To” Attitude
• Listening. Written and Verbal Communication and Negotiation
• Works with key operational stakeholder within the Delivery Organization to ensure service delivery conforms to Service Levels, consolidating the performance in the account and establishing where it does or doesn’t meet SLA requirements.
• Ongoing management of client governance model, internally and externally, including execution.
• Acts as escalation point internally and for the customer within the region(s) / area of scope, including if proceed with respect to billing and Change Management / CRM, etc