SERVICE DELIVERY MANAGER with German (SAP Projects)

Eviden, part of the Atos Group, with an annual revenue of circa € 5 billion is a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 53,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come.

Main responsibilities:

• Ensure that all service levels are met.
• Meet all service levels and contractual commitments.
• Provide support to customers in accordance with the Problem Management process
• Provide all service level reporting
• Manage the company’s relationships with customers
• Manage selection of (e.g., offshore)
• Assure operational compliance with the agreement and ensure that Eviden fulfills its obligations under the agreement, including all obligations relating to deliverables.
• Establish and execute service management processes and associated reporting.
• Ensure prompt identification and resolution of service delivery issues.
• Establish Eviden Bulgaria metrics program based on the centrally defined model (e.g. KPIs, SLAs).
• Construct the performance reports and manage the monthly reporting in accordance with the agreement
• Provide Eviden Bulgaria quality assurance function.

Job Requirements:

Technical Knowledge and Skills:

• SAP Project Management experience is a must.
• The control and management of configuration items including hardware, software, documentation, services, suppliers, and network facilities by the use and application of strict change management and recording. 
• ITIL Certification
• Planning and Organization
  Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
• Commercial Orientation
  Keeping commercial aspects continually in mind when taking actions or making decisions.
• Customer Focus
  Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
• Interacting with People
  Establishing relationships and maintaining contacts with people from a wide variety of backgrounds.
• Leadership
  Identifying goals and objectives and motivating and leading others towards their achievement.
• Analytical Thinking
  Acquiring an understanding of a problem or situation by breaking it down systematically into its components and identifying the relationships between these parts.
• Follow-up and Monitoring
  Checking progress against targets, reporting as necessary, and taking action to resolve exceptions.
• Familiar with Budgets
  Principles, methods, techniques, and tools for the preparation and monitoring of budgets to minimize costs and ensure cost-effectiveness. 

Other Knowledge and Skills:

• The activities, structure, and position in the organization of the functions or departments for which services are provided.
  Examples: sales, engineering, marketing, production. 
• Familiar with Customer Value Chain Concepts
  The complete sequence of activities within a process, from receipt of an order or request to delivery of a product or service. 
• Familiar with Quality Management
  The system or method for the management of quality within the employing organization.
• Familiar with Report Writing Techniques
  Methods and techniques for writing effective reports.
• Familiar with Service Level Agreements
  The purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services.
• Fluency in English and German

Let’s grow together.