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Services Delivery Leader - Central Europe (m/f) in Berlin at Westcon-Comstor

Date Posted: 9/24/2018

Job Snapshot

Job Description

Westcon-Comstor Germany GmbH 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, IP communications, Contact Centre, Wireless and Security Technologies as well as server-based computing and application know-how. Westcon-Comstor provides design, deployment and support services to our partners and customers. In addition, solutions for enterprise performance management are developed, implemented and supported.

For our office in Berlin we are looking for a

Service Delivery Leader - Central Europe (m/f)

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.
Controlling the costs, you streamline the process without adversely impacting the client experience.
You establish policies designed to ensure consistently high service performance, monitor employees and evaluate customer feedback to develop quality improvement processes.
Working in conjunction with the Area Services Sales Leader, you define short, medium and long-term goals and evaluate the skills required to meet these targets.


* Be the primary contact & escalation point for the customer for all ITIL processes.
* Define and monitor service KPI's and provide reporting & analysis.
* In depth understanding of customer contract and effective management.
* Ensure Westcon services are aligned with customer, leveraging company resources to bring innovation supporting the customer's business and processes.
* 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.
* Promote and maintain environment conducive to high employee morale and productivity.
* 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.


* Profound relevant working experience and able to demonstrate expertise in service delivery management.
* Channel, Distribution, Systems Integrator or Vendor background.
* Extensive experience in all aspects of Customer Relationship Management.
* Experience in leading a team of 60-80 FTE is required.
* Proven leadership and ability to drive teams.
* Graduate degree in business, computer science or engineering, additional IT-Infrastructure Vendor certifications are desired.
* Excellent knowledge of ITIL processes and implementations.
* Business fluent in German and English.
* Strong business acumen and business development in solutions and / or services delivery skills.
* Excellent written, verbal and communication skills including management exec level presentations.
* Strong interpersonal skills and ability to team with Sales, Technical, and Operations resources.
* Adaptability, flexibility and the ability to do quality work under tight deadlines.
* Ability to manage a frequent travel schedule.


* 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 business targets.
* Mature, credible, highly professional, and comfortable in dealing with individuals at senior levels.


Westcon-Comstor is a leading name in IT distribution with US$4.35 billion in global revenues. Our job is to link technology vendors to our distribution partners who resell software and solutions to business and other customers.

This is an exciting time to join our expanding Central Europe operation, which serves the EMEA region. We have ambitious plans and huge future potential - you will be ideally placed to grow your career in a dynamic yet supportive culture.


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