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Manager Technology Services - Central Europe (m/f/d) in Berlin at Westcon-Comstor

Date Posted: 11/26/2018

Job Snapshot

Job Description

Westcon-Comstor is a services company and provides services both for external partners as well as our own group of companies. The service portfolio includes LAN/WAN infrastructure, Networking, Unified Communications, Contact Centre, Customer Care, Wireless, Cloud, Data Centre and Security Technologies as well as server-based computing and application know-how. Westcon-Comstor provides design, deployment, training, education, support and professional services to our partners and customers. In addition, solutions for enterprise performance management are developed, implemented and supported. Westcon-Comstor provides these services around its portfolio vendors like Avaya, Check Point, Cisco, Extreme Networks, F5 Networks, Microsoft, Mitel, Palo Alto Networks and Symantec.

For our office in Berlin we are looking for a Manager Technology Services - Central Europe (m/f/d).

The primary goal is to establish or refine service delivery processes to ensure that each customer has the same experience. You are responsible for the daily tactical management of the delivery of services in accordance with the applicable Service Level Agreements and Contractual obligations. In line with Vendor/Partner/Market demands and trends you liaise with local and regional Services stakeholders to define and implement new Services propositions and offerings.

Why you apply for this job

* You care about people and love to develop and prepare your teams for the future
* You enjoy working on new technologies and drive innovation for our customers
* You are solution-oriented and you have a can-do attitude

DUTIES & RESPONSIBILITIES

* Ensure Westcon services are aligned with customer, leveraging company resources to bring innovation supporting the customer's business and processes.
* In depth understanding of customer contract and effective management.
* Promote and maintain environment conducive to high employee morale and productivity.
* HR responsibilities including overall staffing, development, training, performance management and resource utilization/backfill in collaboration with Resource Management team.
* Collaborate with the appropriate team members to exceed expectations in the following areas: account profitability, customer satisfaction & loyalty.
* Meet and control contractual commitments, SLA attainment and Quality Assurance and objectives as defined in Statement of Works or Contractual obligations.
* Be the primary contact & escalation point for the customer
* Responsible for monitoring the performance of the services managers and their technical teams by establishing a system of reports and communications involving quality delivery reports, cyclical technical performance meetings; etc.

QUALIFICATIONS

* Profound relevant working experience and able to demonstrate expertise in technology service management.
* Strong interpersonal skills and ability to team with Sales, Technical, and Operations resources.
* Channel, Distribution, Systems Integrator or Vendor background.
* Proven leadership and ability to drive teams. Experience in leading in leading larger teams is required.
* Graduate degree in business, computer science or engineering, additional IT industry certifications are desired.
* Excellent knowledge of ITIL processes and implementations.
* Excellent written, verbal and communication skills, business fluent in German and English.
* Ability to manage a frequent travel schedule.

PERSONAL COMPETENCIES

* Well-organized and methodical approach to work - able to multi-task.
* Appreciation of critical timescales and the impact of delay on client perception.
* Credibility both internally and externally - with colleagues, partners and customers.
* Energy, drive and ambition to achieve targets - solution-oriented way of thinking.
* Mature, credible, highly professional, and comfortable in dealing with individuals at senior levels.

Contact: Laura Höhn (Recruiting Manager Services)

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