Service Delivery Manager

vor 3 Wochen

Aachen, Nordrhein-Westfalen, Deutschland m3connect GmbH Vollzeit
Service Delivery Manager Job Description

We are seeking a highly skilled and dedicated Service Delivery Manager to oversee the operation of our state-of-the-art WiFi platform for the aviation industry. In this key role, you will be responsible for ensuring the highest level of service quality and stability that our demanding customers expect.

Your Key Responsibilities:
  • Customer Satisfaction: Ensure customer satisfaction in the interface between aviation (airlines) and telecommunications
  • Main Contact: Serve as the primary contact for service requests from our customers and connected airlines
  • Incident Management: Quickly identify and communicate incidents to minimize operational disruptions
  • Analysis: Analyze and prioritize incoming service requests to efficiently coordinate teams and resources for resolution
  • Strategic Planning: Collaborate with the product manager to develop strategic plans to continuously improve our service offering in the aviation sector
  • Continuous Monitoring: Perform continuous monitoring of system performance, create SLA reports, and analyze platform performance to identify vulnerabilities and improvement opportunities early
  • Troubleshooting Meetings: Organize and participate in end-to-end troubleshooting meetings with relevant stakeholders
Your Key Strengths:
  • Hands-on Mentality: Strong analytical and problem-solving skills with a focus on documentation
  • Experience: Experience with system monitoring and analysis, as well as knowledge of handling system logs
  • Technical Knowledge: Knowledge in SLA reporting, service improvement analysis, hardware and license management
  • Communication Skills: Effective communication in customer communication, stakeholder management, and conducting troubleshooting meetings
  • Technical Skills: Experience with Linux and understanding of system flows within a platform
  • Educational Background: Bachelor's degree in Computer Science, Information Technology, or related field
  • Language Skills: Fluent in German and English for both internal and external communication
What We Offer:
  • Agile Work Environment with a friendly culture and open-door policy
  • Generous Time-Off Policy with 30 days of vacation & special leave
  • Longer breaks through our Long-Term Leave Account
  • Flexible Working Hours and the option to work remotely up to 2 days a week
  • Personal and professional development opportunities
  • In-office perks: Vitamins & drinks, Candy Bar, Billiards & Foosball, and a Fitness Room
  • Permanent Employment for a long-term collaboration
  • Financial benefits and contribution to company pension scheme (bAV)
  • Team building and team events
  • JobRad Leasing Option
  • Support for childcare with a possible childcare allowance
  • Custom IT equipment based on your needs
  • Your ideas and innovations are always welcome
  • Join a team of highly motivated colleagues who are passionate about developing together
About Us

m3connect GmbH has grown to become one of the largest Wireless Internet Service Providers in Europe since 2001. As a technology leader, we have offices in various locations and provide wireless internet access with flexible network design and offer integration of various services including Digital Signage, Guest Infotainment Systems, VoIP, VoD, and Location Based Services for customers in Hospitality, Fairs & Conventions, Finance, Retail, Healthcare, and Transportation.

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