About the Position

Service Delivery Manager

Kyiv, Ukraine

Responsibilities

First point of contact for customers, service partners/providers, and subcontractors
Documentary support of service routines
Monitor the contractually agreed KPIs
Initiate corrective measures in the event of non-compliance with contractual obligations
Initiate Continuous Improvement measures for sustainable compliance with the KPIs
Ensure valid export licenses for contract customers
Escalate and support problems along the value chain
Carry out regular status meetings with customers, service partners/providers, and subcontractors
Carry out escalations with the responsible authorities
Participate in the service product development process if required
Focal Point for Service topics between different teams in Europe

Proven experience as a Service Delivery Manager or contract management for service contracts
Experience in data analysis, KPI definition, and monitoring
Strong understanding of service delivery processes and procedures
Understanding of Service Level Agreement Management
Excellent leadership and customer management skills
Strong problem-solving abilities
Excellent verbal and written communication skills. Fluent English
Experience in project management and project lead
Degree in Business Administration or a technical subject
Experience with a Customer Relationship Management Tool (CRM)

[Company description if present]