Junior Service Delivery Manager

Your Area of Work

• The Service Delivery Manager is accountable for the day to day delivery of services to our clients.
• They will monitor on a weekly basis all cases requests coming from Clients; they will act on a daily
• basis as the single point of contact for service-related queries where prioritisation and/or
• escalations, outside of the normal day to day transaction level of interactions, are happening.
• The SDM is responsible for ensuring all cases are being managed according to the service level
• agreement and provide the Production team and other internal teams with the relevant guidance
• and support to manage potential delays in our client escalations. They are responsible for building a
• relationship of trust with our clients.

Your Responsibilities

• Monitor and manage all assigned client queues ensuring service level agreement adherence
• Provide daily, weekly and monthly rhythm of business with assigned clients
• Provide clients with golden source metrics usage data for monthly and quarterly service reviews
• Manage all clients’ escalations and incidents to full recovery and provide regular update communication
• Monitor and coordinate Clients’ Incident Reports completion till final submission and ensure respect of SLA for delivery
• Own agreed service improvement plans and reporting
• Own Clients’ projects including big or small events and onboarding/offboarding projects
• Provide and/or Organize training and support to clients to ensure adherence to Kneip process and procedures
• Participate to all assigned training
• Act and work in compliance with all internal rules and policies

Key Interlocutors

• Kneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalation
• Account Management Team: to be aligned and ensure a proper follow-up of our clients
• Client Service team Managers: key contact in order to solve the client’s query
• Product Owner: key contact in order to solve the client’s query
• IT Engineering: key contact in order to solve the client’s query

Your Profile

• At least a first experience working in a similar role and services provider
• Fluency in English and/or French - German would be considered as an asset
• Communication skills
• Problem solving oriented
• Teamwork
• Relationship management
• Challenge management
• Project management