Group Delivery Service Assurance Manager (German)

SUMMARY:
GERMAN-speaking

POSITION INFO:

GERMAN-speaking APPLICANTS ONLY

Deal Assurance (60%)

• Act as the Group Delivery single point of contact to support for sales and design in responding to service desk, end user computing and managed infrastructure opportunities.
• Review customer requirements against defined corporate service standards to identify service constraints and deviations.
• Perform risk profiling and mitigation identification.
• Drive the Sales team in the initial architecture phase of the bid life-cycle to an optimal standard solution.
• Drive team’s cross countries to work collectively towards an optimal outcome
• Able to be proactive in suggesting innovative solutions to requirements, by developing skills and knowledge of all Client’s service delivery mechanisms & policies.
• Negotiate with the various internal global stakeholders within group delivery and sales to achieve a deliverable & commercially viable proposition
• Ensure decision making associated with the risk in an opportunity is made in an informed, approved and transparent manner.
• Provide or Acquire internal approval on a senior management level for service designs on time and in line with the corporate governance process.
• Provide peer review for colleagues on service and commercial solutions
• Act as a gatekeeper ensuring best value for customer and CC.

Relationships (15%)        Build strong of relationships with customer service design and sales teams along with Group Delivery stakeholders across all geographic areas.

• Able to co-ordinate and virtual team manage multiple teams across the Group delivery business.

Service Solutions (5%)        Demonstrates knowledge of the market and competitive trends in Service Desk, End User computing and Datacentre Managed Services.

• Have significant experience in Managed Services in an IT outsourcing
• Provide Group delivery capabilities with a summary of key deviations from service catalogue products to support a continual improvement process to support market alignment.

Understand CC capability (20%)        Maintain an understanding of the client’s service support and technology solutions; including cost drivers, benefits and limitations.

• Have significant experience in Managed Services in an IT outsourcing

Advise the sales and design organisation on new initiatives within Group delivery that will support and enhance bid submissions.

Individual experience and requirements

• Demonstrable experience in costing complex/transformation IT services involving datacentre, storage, helpdesk, hardware maintenance, deskside support, server and network management etc.
• Strong operational understanding of the contractual services we offer.
• Analytical and risk-aware. Specifically designing service in terms of people, process and tools by building and challenging costs. This includes the ability to analyse and put into context cost, risk, assumptions and dependencies into a commercially viable proposal.
• Strong commercial awareness with knowledge of commercial agreement production and negotiation
• Build strong relationships & communicate effectively at all levels both internally & externally.
• Strong communication skills English and German (written, verbal & presentation).
• Ability to balance, co-ordinate and translate the needs of multiple stakeholders.
• Ability to multi-task and work to tight deadlines in pressure situations
• Willingness to travel / stay away from home locating yourself to support the business success as required
• Strong management skills in decision making and lead teams towards best outcome
• Manage workloads/time to achieve deadlines
• ITIL Foundation
• Excellent negotiation skills. 

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