Your responsibilities:
* Customer Relationship: Lead the daily interaction with the Customer representatives. Responsible for developing a long-term relationship with the customer representatives on all levels – including senior management
* Prime interface between the customer and the contractor service unit’s also with Kapsch sub-contractors and resolver groups service level management.
* Recognize and develop technical and financial optimization potentials or post-market potentials in the respective operational management / service contracts and areas. Developing and manage change requests
* Compliance with customer-related SLA parameters, action plans to address issues.
* Monthly Service Reports - oversee data collection & inputs from service managers
* such ach Incident and Problem managers. Provide report commentary and context.
* Customer service reviews - organize, chair, minute, track/chase actions.
* Internal governance meetings - organize, chair, minute, track/chase actions.
* Sub-contractor service reviews – review performance and identify areas and actions for improvement and adherence to SL’s.
* Monitoring and design of complaint handling and complaint management of the respective customer with the aim of high customer satisfaction
* Responsibility for the profitability of relevant maintenance contracts
* Controlling sales and margin quality of the relevant maintenance contracts
* Maintain description and documentation of the services provided
* Support the identification of Training requirement both service and technical
* Report to Kapsch management on key deliverables and progress
Your profile
* Fluent in English in speech and writing
* High customer and solution orientation
* Minimum 10 years’ experience at service delivery management position
* Advanced knowledge of ITIL and Service management – preferably with corresponding certification(s).
* A structured and independent way of working, being independent and resilient. Willingness to learn and to work in an international environment.
* Excellent communication skills and Team player
* Deep understanding of delivery of the IT Applications
* Experience in Traffic Management area is an advantage
* Willingness to travel (up to 25%) and work in an international team
* Availability for oncalls.
Our offer
* Permanent contract
* Private medical care, life insurance and pension plan
* Hybrid working model
* Attractive salary package
* Challenging limits of mobility for a healthy world without congestion
Kapsch is proud to be an equal opportunity employer. We attach great importance to a balance in the diversity of our employees. Therefore we welcome all applications without regard to gender, age, religious beliefs/ideology, sexual orientation, ethnicity or national origin.