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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service delivery management, ensuring performance goals and cost commitments are met while driving customer satisfaction and optimizing service value. Proficient in managing complex situations, leading cross-functional teams, and leveraging analytics for continuous improvement.
Highest-signal resume keywords
Service Delivery ManagementITIL/ITSM ExperienceRevenue ForecastingCustomer Relationship ManagementAnalytics Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Level AgreementsCost ManagementP&L AnalysisChange ManagementData Management
Soft Skills
CollaborationNegotiationConflict ManagementInfluenceResults Driven
Tools & Technologies
MS OfficeReporting Tools
Certifications & Qualifications
ITILSix Sigma
Industry Keywords
Customer SupportBusiness AdministrationService ExcellenceTransformationOptimization
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead delivery of high value and in-scope contracted services across involved service delivery towers
- Ensure performance goals and cost commitments are met
- Determine and monitor initiatives to improve deal P&L
- Help customers obtain optimum value from contracted services
- Promote customer satisfaction through efficient and effective service delivery
- Proactively manage issues that could impact service delivery
- Identify and drive transformation and optimization while managing scope, resources, cost of delivery and coordination
- Analyze delivery requirements and contribute to customer success plans
- Identify incremental revenue opportunities
- Manage overall delivery commitments as the single point of delivery accountability
- Lead incident resolution and coordinate customer service requests
- Ensure Service Level Agreements are consistently met
- Analyze trends, drive root-cause fixes, and turn reactive support into proactive service excellence
- Understand customer demand requirements, review supply status and risks, and track progress with Supply Chain
- Monitor service performance, satisfaction and financial signals
- Lead escalations and prevent future risks
- Manage the Requests for Change lifecycle and implement approved contract changes
- Manage revenue forecasting and expense/cost targets
- Maximize margins, reduce waste and execute recovery plans for underperforming accounts
- Analyze cost drivers, usage patterns and customer insights to identify delivery-streamlining opportunities
- Lead value reviews, showcase impact and align strategic priorities
- Build account roadmaps and partner with customers to define success outcomes and plan for growth
- Monitor service usage, customer behavior and delivery patterns to surface opportunities for Sales
- Act as a trusted advisor and share industry-specific subject matter expertise
- Drive cross-organization optimization, knowledge management and customer engagement processes
- Develop and nurture executive-level client relationships with the Account Manager
Requirements
What you’ll need- Bachelor or Graduate Degree in Business Administration, or any other related discipline, or commensurate work experience or demonstrated competence
- Typically, 5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field
- Fluent English (both verbal and written)
- Fluency in German is considered as advantage
- Other languages knowledge would be an asset
- Strong collaboration, influence and negotiation skills in cross-functional teams
- Ability to manage conflict and complex situations
- Ability to apply business acumen and results driven attitude
- Comfortable to work in a remote, virtual environment
- Service management certifications (e.g., ITIL, Six Sigma)
- MS Office
- Reporting tools /Data management
- Analytics skills
Benefits
Comp & perks- Equal employment opportunity
- Personal data protection and confidentiality during the selection process
- No adverse treatment for voluntarily disclosing requested information