Technical Service Delivery Manager

at  Kapsch TrafficCom AG

Kapsch is one of Austria’s most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.
We are looking for a Technical Service Delivery Manager to join our team!

• Responsible for managing technical support activities and acting as the primary technical contact for clients.
• Comprehensive understanding of end-to-end technical services and the technological architecture of the solution.
• Technical service management within a technological domain, leveraging the latest methods, tools, approaches, and metrics, aligned with the company’s business and technology strategies.
• Management and performance of service delivery within a technological area.
• Identification of potential risks, aligning necessary resources to balance the workload.
• Monitor the compliance with key technical performance indicators and ensure the appropriate capacity is in place according to contractual obligations and internal standards.
• Oversee progress toward meeting SLAs and ensure that collaboration, resources, and assets are available and fully committed to achieving the contractual SLAs.
• Identify training needs for technical aspects for operational support staff (internal and external) responsible for service delivery; provide training and guidance to technical support teams.
• Build strong relationships with product development teams to foster collaboration and knowledge sharing.
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• Interact with product development teams to provide improvement suggestions and channel client feedback regarding technical issues and product deficiencies.

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• Develop technical proposals to improve service quality and improvement plans to enhance technical support efficiency and optimize associated costs during the operational phase.

• Provide technical assessment of required support services within the tender specifications’ documentation; identify and highlight potential technical risks to service delivery within the tender documents.