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Service Delivery Manager

Company: Hemmersbach Nordamerika
Location: Houston
Posted on: September 23, 2022

Job Description:

Service Delivery Manager- Your Benefits -Buddy programDental insuranceHealth insuranceInternal career developmentInternational environmentJob with purposeLife insuranceSick leave paymentsYour skills

  • Experience in IT project management
  • Customer focus
  • Communicator in EnglishYour Tasks
    • Manage Hemmersbach service delivery on the Hewlett Packard Enterprise project.
    • Responsible for providing reactive and proactive and other applications support according to contractual service levels.
    • Deploying projects, new tools and initiatives.
    • Managing operations measured through scorecard performance.
    • Manage overall cost of delivery and financial performance of the business by validating and approving overtime and expense requests.
    • Create shift schedules for team to reduce overtime.
    • Minimize parts write off costs through Supply Chain review, audits and management.
    • Ensure Capacity and Capability of the Onsite Services team.
    • Increase automation and deployment of remote tools at customer sites.
    • Drive non-sales ONE LEAD program with revenue targets for supplemental revenue.
    • Maintain Productivity Index for the Onsite Services team. Check for opportunities for CE's to work on other project to keep optimised CE productivity.
    • Responsible for customer satisfaction and overall Total Customer Experience (TCE) targets.
    • Provide mentoring, coaching, performance management and leadership to team.
    • Recruit and support development of direct staff members.
    • Establish relationship with customers and other functional managers.
    • Responsible for Factory Scorecard performance, Country Crosswind analysis and reporting Organizational Learning incidents and Post Incident Reviews.
    • Handle customer escalations by escalating and ensuring resolution.
    • Establishing root cause and fishbone analysis, perform post incident reviews internally and externally.
    • Plan, direct, and monitor operational/tactical activities of the Onsite Services team.
    • Manage BCP (Business Critical Process) for service delivery in the various regions for project.
    • Mitigate business risk on daily operations.
    • Create training plans on focused portfolio and solutions for Customer Engineers.Be part of usHemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile - we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force, Hemmersbach Kids' Family and Hemmersbach Climate Force. That's why Hemmersbach is The Social Purpose IT Company.

Keywords: Hemmersbach Nordamerika, Houston , Service Delivery Manager, Executive , Houston, Texas

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