Service Delivery Manager

in Bensheim (Germany) or Bern (Switzerland), commencing immediately

2019 Photo Session Bensheim (11)


The Service Delivery Manager is responsible for ensuring both the operation of Bucher + Suter’s Customer Services Department and customer satisfaction in compliance with economic and contractual principles. The SDM will continuously identify, evaluate, and implement measures to increase customer loyalty.

Strategic cooperation with the sales department is carried out through coordination, lead generation, and the setting of common goals. The SDM reports to the Head of Customer Services.

Main responsibilities

  • Ensuring customer satisfaction through regular service reviews
  • Contract change management
  • Conducting negotiations with customers (claim-, change- and incident management) and suppliers
  • Contract management and identification of possible gaps
  • Identifying new opportunities to support the sales team
  • Management of service transition projects (transfer of projects into operation)
  • Management of SLAs and/or outsourcing contracts with international service components
  • Participate and engage in the development of the service contract
  • Ensuring events that may impact the service contract are considered throughout its lifecycle
  • Analyzing and evaluating the results of indicators and proposing action plans
  • Establishing, monitoring, and reporting of procedures
  • Managing and proactively resolving escalated customer issues
  • Ensuring that operational teams (and, potentially, subcontractors) maintain a clear understanding of the customer’s needs and priorities
  • Providing day-to-day customer advice and support
  • Building and maintaining healthy and long-term customer relationships through clear and concise written and verbal communication, increasing trust and involvement whilst reducing ambiguity and conflict
  • Motivating, inspiring, and mentoring project team members to excel in service delivery

Your profile

  • An understanding of customer business processes
  • Service management knowledge of ITIL
  • Technical and business management training or adequate professional experience
  • Experience in IT, NW and IPT, as well as general expertise
  • Presentation, debating and moderation techniques
  • Project management skills
  • Leadership and conflict management skills
  • Economic, strategic and entrepreneurial thinking
  • Excellent people skills
  • Confident and clear communication skills
  • Knowledge in the area of process and service analysis
  • High standards of accuracy
  • Very good knowledge of German or English, written and spoken

What we offer

  • Coaching and introduction to the world of Cisco collaboration technologies
  • Diverse development opportunities (various certifications and technical training courses)
  • Work in a young and dynamic team
  • Very good social benefits, fair wage policy and many small extras by the employer
  • Friendly work climate & flat organizational structures
  • Employee events at home and abroad
  • Opportunity to work from home
  • Cloud-focused vision
  • A strong relationship with Cisco
  • 20% business travel in Germany or Switzerland
  • International team and environment
  • Complex enterprise customer environment
Kontakt Sylvain Lemaire

Please send your complete application documents by e-mail to Sylvain Lemaire (Head of Customer Service): For questions you can reach us via +49 6251 8622 500. Your application will be handled confidentially. We look forward meeting you.