Manager

• Serve as the primary point of contact for assigned customers, managing escalations and acting as the focal point for satisfaction-related issues.
• Build and nurture strong client relationships, striving to achieve the highest levels of customer satisfaction, trust, and retention.
• Articulate the value of all Managed Services offerings to clients and stakeholders, highlighting how the services contribute to achieving business goals.
• Focus on customer retention by anticipating needs, addressing concerns promptly, and continuously demonstrating the value of Managed Services offerings.
• Implement and manage a customer satisfaction program, periodically soliciting feedback and developing actionable plans to enhance the service experience.
• Collaborate with internal teams to manage performance against agreed metrics and KPIs.
• Present Monthly Service Level Agreement (SLA) reports and performance reviews, highlighting achievements and addressing gaps.
• Drive continuous improvement in service delivery by promoting ITSM best practices and fostering value co-creation through the ITIL framework.
• Identify, assess, and mitigate risks associated with Managed Services, ensuring business continuity and compliance with company policies, client policies, and regulatory requirements.
• Support and manage customer-related projects as required, ensuring alignment with client goals and expectations.
• Oversee financial management of service delivery by balancing cost efficiency, account profitability, and customer satisfaction.

Service Delivery Manager

Project Manager, Tendering and Procurement Procedures

Qualitäts- und Prozessmanager – Schwerpunkt ISO 27001, ISO 9001

Senior Engagement Manager

Senior Engagement Manager

Public Sector Advisory Manager