Service Delivery Manager - German Speaker (Relocation to Lisbon)
HCL Technologies
Bern, CH
vor 1 Tg.
source : Europe Language Jobs


  • Service Delivery Manager - German Speaker HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age;
  • with a worldwide network of R&D, innovation labs and delivery centers and Ideapreneurs’ working in 50 countries. HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

    Job DescriptionAs a Service Delivery Manager you will be responsible for the operational, on-site delivery of outsourcing / facilities management to end user customers.

    Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets.

    You will also be responsible for the financial plan, account growth, renewal and cost management of the contracted activities.

  • ResponsibilitiesAccountable for managing service delivery for one or more client accounts - often across multiple sites and countriesConsistent and measured delivery of service to contracted SLAAccountable for robust contract P&
  • L management in line with agreed Business Case and Financial Plans targetsProvide support to new business opportunitiesSupport the transition and implementation of new business (including new service offers)Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and valueEnsure resources, capabilities and capacity to meet both existing and new business demandsEnsure processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidanceEnsure timely and accurate escalation of client service problems and incidents within appropriate timescalesProvide expert problem management support to difficult, high profile customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefitEnsure the client contractual targets and measurements are supported by back-to-back supplier commitmentsWork directly with Client Account Delivery Manager to create the contract Account Business Plan for the year;
  • Support review and on-going inputDelivering service that meets SLA and ensures customer satisfaction (KPI : SLA achieved &
  • high customer satisfaction)


  • Qualifications & ExperienceBachelor’s Degree in any related fieldRelevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI) is preferredMinimum 3 years of experience in a service delivery management role or similar Required Language Thresholds : German : (C2 : Native-Level Fluency)English : (B2-Independent User Level)Skills &
  • KnowledgeCost management and budgetingClient facing exposureStrong presentation skills with experience of presenting to senior customer representativesCommercial acumenProactive and positive attitudeAnalytical thinkingSLA / KPI experienceProcurement and contract management skillsExperience working in a virtual environment


    What We Offer : Work Schedule : Day Shift (Monday to Friday)Competitive SalaryMeal Allowance on CardCareer Progression OpportunitiesParenthood ProgramWell rounded Health and Life Insurance PackagesOn-site gym : includes indoor pool access, fitness classes, and a football pitchStaff Canteen with varied food options and river-facing balcony seating

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