Client Service Manager (German)

at  David Kennedy Recruitment

David Kennedy Recruitment is working with a leading tech company that is looking to recruit a Client Service Manager for their Lisbon office.
The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.
Position: Client Service Manager with German
Location: onsite in Lisbon, Portugal
Employment type: Permanent

REQUIREMENTS:

Minimum Requirements

• Bachelor’s / Masters degree or equivalent in a related field
• Power Point, Excel, Outlook, Word, Microsoft Teams

Professional Certifications

• ITIL V3/v4 certification

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
• Relationship Management
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
• Operational / Performance Management
• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Identify ongoing benefits, opportunities, and innovation for continual service improvement
• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
• Participate in business meetings and general inputs in day-to-day improvements