French/German-speaking Client Service Manager in LisbonYour Role & ResponsibilitiesThe Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.Responsibilities* Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans.* Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.* Relationship Management* Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.* Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.* Operational / Performance Management* Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.* Review Key Performance Indicators (KPIs) and provide action plans, when necessary.* In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.* Identify ongoing benefits, opportunities, and innovation for continual service improvement.* Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.* Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.* Participate in business meetings and general inputs in day-to-day improvements.Qualifications & ExperienceMinimum Requirements* Bachelor's / Masters degree or equivalent in related field.* Power Point, Excel, Outlook, Word, Microsoft Teams.Professional Certifications* ITIL V3/v4 certification.* CISCO CSM.Competencies/Skills* Communication Skills.* Creativity and innovation.* Adaptability & Flexibility.* Vision and Strategy.* Developing Others and Themselves.* Organizational Awareness.* Conceptual Thinking and Problem Solving.* Action Management.* Business Planning and Resource Management.* Financial & Budgeting Management.Why Us* Permanent contract.* Competitive salary.* Private health and life insurance from day one in the company.* Working hours: Monday to Friday.* On-site Work Module.* Meal allowance on card/voucher.
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