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The position

As a Senior Service Delivery Manager (m/w/d) you ensure adherence to Service Level Agreements (SLAs) and oversee service quality. You coordinate teams, optimize processes, and act as the primary client contact. Your role involves driving customer satisfaction, identifying improvement opportunities, and managing resources efficiently.

Type of employment: Full-time

Startdate: asap

Place of work: Berlin

Working model: on site

Your tasks

  •         Management of a customer-specific project: You will manage and continuously develop a customized project.
  •         Responsibility for contract fulfillment: You will ensure that all contractual agreements are met.
  •          KPI evaluations and customer communication: You will create key performance indicators (KPIs) and communicate these effectively with the customer.
  •        Process improvement: You work on continuous system and process improvements in close collaboration with internal teams like HR, Recruiting, Operations & Workforce Management.

Your profile

  •        Professional experience: You have relevant professional experience as an Account Manager / Service Delivery Manager or similar (>5 years) in the service environment and/or in the contact center industry.
  •        Project management and leadership: Experience in project management and technical leadership of virtual teams.
  •        Quality and service awareness: You pursue cost, quality and service targets and act with a hands-on mentality.
  •          Team-oriented: You are team-oriented, independent, solution-oriented and committed.
  •         Communication and moderation: You can communicate complex topics to different target groups in an understandable way.
  •          Customer orientation: You think and act in a customer- and service-oriented way and work in a project- and team-oriented manner.
  •          Language skills: Very good knowledge of German and English (both C1).

We offer

  •         Flexible working hours
  •         Extensive induction with system training and company onboarding
  •          Company profit sharing
  •         Work in an international environment

Interested?

Then we look forward to receiving your application. All we need is your current CV. 

We look forward to hearing from you and will get back to you as soon as possible.

We wish you much success!

Teleperformance Germany Berlin
David Mazur & Elisa Plots

Head of Recruiting DACH & Executive Researcher Germany

Teleperformance actively promotes equality between employees in many ways. Women will be given preferential consideration if they have the same suitability, skills and professional performance, unless personal reasons relating to a competitor outweigh them. The same applies in particular to applications from severely disabled people and people with equal status. We therefore strongly welcome all applications regardless of disability, cultural and social background, age, religion, ideology or sexual identity.