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 – native speaker preferred
• 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.