Service Delivery Manager

vor 1 Woche

Aachen, Nordrhein-Westfalen, Deutschland m3connect GmbH Vollzeit
About the Role

We are seeking a highly motivated and experienced Service Delivery Manager to join our team at m3connect GmbH. As a key member of our operations team, you will be responsible for ensuring the smooth delivery of our wireless internet services to our customers in the aviation industry.

Key Responsibilities
  • Customer Satisfaction: Ensure that our customers receive exceptional service and support, and that their needs are met in a timely and efficient manner.
  • Primary Point of Contact: Serve as the primary point of contact for our customers and internal stakeholders, providing timely and effective communication and issue resolution.
  • Incident Management: Identify and communicate incidents promptly to minimize downtime and ensure business continuity.
  • Analysis and Prioritization: Analyze and prioritize incoming service requests to ensure efficient resolution and minimize impact on our customers.
  • Strategic Planning: Collaborate with our product manager to develop and implement strategic plans to improve our service offerings and meet customer needs.
  • Continuous Monitoring: Conduct regular monitoring of system performance, create SLA reports, and analyze platform performance to identify areas for improvement.
  • Troubleshooting Meetings: Organize and participate in end-to-end troubleshooting meetings with relevant stakeholders to resolve complex issues.
Requirements
  • Hands-on Approach: Possess strong analytical and problem-solving skills, with a focus on documentation and process improvement.
  • Experience: Have experience with system monitoring and analysis, as well as knowledge of system logs and troubleshooting.
  • Technical Knowledge: Bring expertise in SLA reporting, service improvement analysis, hardware management, and licensing.
  • Communication Skills: Possess excellent communication skills, with the ability to effectively communicate with customers, stakeholders, and internal teams.
  • Technical Skills: Have experience with Linux and a strong understanding of system flows within a platform.
  • Education: Hold a bachelor's degree in Computer Science, Information Technology, or a related field.
  • Language Skills: Possess fluent German and English language skills, with the ability to communicate effectively in both languages.
What We Offer
  • A dynamic and agile work environment with a flat hierarchy and open-door policy.
  • 30 days of annual leave and special leave arrangements.
  • The opportunity to take extended leave through our long-term leave account.
  • Flexible working hours and the option to work up to 2 days per week remotely.
  • Individualized training and development opportunities, both personally and professionally.
  • A range of benefits, including vitamins and drinks, a candy bar, a billiards table and kicker, and a fitness room.
  • An unlimited contract, as we aim to build long-term relationships with our employees.
  • Profit-sharing and above-average contributions to our company pension scheme.
  • A collaborative and partnership-oriented work environment, with regular team events.
  • The opportunity to lease a job bike.
  • A kindergarten allowance of up to €250.
  • IT equipment tailored to your needs.
  • The freedom to bring your own ideas and innovations to the table.
  • A team of highly motivated colleagues who are passionate about developing new ideas and solutions.

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