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Software Services Account Delivery Manager

Location:  Dubai
Stellen-ID:  10942

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That’s why it depends on you personally – let’s shape the future of currencies together!

SCOPE AND PURPOSE

  • The role of the Software Services Account Delivery Manager ensures all services associated to a G+D software solution are delivered to customers in an efficient manner to meet the client’s needs while maximizing profitability for the business
  • The Software Services Account Delivery Manager plays a key role in building on long- term customer relationships acting, in conjunction with the Sales Account Managers, as the bridge between the client and Services Teams

 

The Software Services Account Delivery Manager

  • Co-ordinate delivery of services ensuring they are delivered in line with contractual obligations and Service Levels via appropriately skilled and managed staff, and relevant processes so that business disruption due to service outages is minimized
  • Is the primary interface with the Sales Department and the Service Delivery Operations for all services attached to Software services contracts obligations
  • Handle all operational matters, quality performance and change management for software services contracts


KEY RESULTS AREA & RESPONSIBILITIES

Service Delivery Management

  • Drive and demonstrate quality and performance of Service Delivery Management within assigned accounts for software services contracts
  • Work closely with Level 1, Level 2, Global Delivery Centers and 3rd Party Suppliers to ensure they are aware of and are fulfilling their Service Delivery responsibilities
  • Monitor service performance metrics in line with agreed processes and measures, complete data analysis, collect and assess delivery feedback
  • Deliver operational Service Levels, liaises with customers on Service Level Agreements and be a point of escalation internally and externally for delivery issues
  • Be an offering expert and ensure the customer sees immediate value in G+D offerings
  • Lead change management initiatives to iterate and improve service offerings, respond positively to customer new business needs
  • Ensure senior stakeholder requirements & perceptions are successfully managed and escalations are appropriate and timely handled

 
Processes improvement

  • Ensures that operational methods and procedures are documented, maintained and reviewed regularly to maintain effectiveness
  • Align with Global standards, policies, procedures, and operating principles
  • Define new delivery processes, mature them by collaborating with delivery teams and scale them to drive efficiencies through automation
  • Propose service improvements based on analysis of metrics and satisfaction surveys
  • Improve results leading to higher client satisfaction

 

Change Management

  • Find opportunities for growth supported by a wider team
  • Ensure new/ changed services are fit for purpose and seamlessly transitioned into Live
  • Lead operational projects and initiatives to improve delivery effectiveness
  • Assist with smooth delivery of large-scale projects


POSITION REQUIREMENTS

  • Minimum of 5 years professional experience with at least 3 years of proven success in customer/ delivery operations role with Software Services Delivery
  • Strong passion for customer service and excellence, as well as a keen attention to detail and meticulous planning and execution
  • Experience leading change management governance process
  • Creativity in discovering actionable results and ability to succeed in a collaborative, fast-paced, global environment
  • Working knowledge of pre-sales and post sales process
  • Effective interpersonal and relationship-building skills

 

Knowledge/Skills

  • Strong written and verbal communication skills, ability to clearly communicate with individuals from a variety of countries and backgrounds.
  • Possess the ability to communicate effectively and tactfully with other team members and customers wherever required.
  • Possess excellent organizational & interpersonal skills with the ability to multi-tasking.
  • Organized and methodical approach, analytical skills
  • Strong communication skills; Positive can-do attitude; Customer centric approach
  • Ability to learn, open-minded, curious, detail oriented
  • Excellent customer service skills and the ability to handle stressful situations.
  • Ability to generate strong relationships internally and externally
  • Able to understand global business processes and identify impact of change
  • Ability to identify potential issues early on and work them to a satisfactory conclusion
  • Ability to operate effectively within a virtual (cross-cultural) team
  • Out of the box thinking - able to find solutions
  • Able to apply tools and technology to produce results
  • Self-motivated, reliable, and accountable individual
  • Team player
  • Fluent in written and verbal English is a must, fluency in French is an advantage

 

Education/Training and Experience

  • You will ideally hold both a PMI/ PMP or Prince 2 and ITSM/ ITIL certification
  • Proficiency in MS Excel, Word, Outlook


Work Environment

  • Majority of job functions will be performed within an office environment
  • Ability to travel from time to time

We are looking forward to receiving your application!

Giesecke+Devrient Currency Technology FZE
B1, Dubai Digital Park, Dubai Silicon Oasis
www.gi-de.com/en/ae/currency-technology/career/
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