BD (Becton, Dickinson and Company) Service Delivery Management (f/m/d) in Frankfurt, Germany
Job Description Summary
The BD RowaTM Global Customer Service Team provides Managed Service, Service Desk and Field Service for more than 10.000 robots in 17 counties. 330 highly skilled service professionals ensure the proper function of our products and as a result contribute significantly to customer satisfaction and loyalty.
About the role
The Service Delivery Manager (f/m/d) supports the further professionalization and digitalization of the BD RowaTM Global Customer Service to continuously improve efficiency and quality. As such you will actively support a culture of continuous improvement and customer service excellence within the Technical Services Function. The Service Delivery Manager reports directly to the Director Global Customer Service.
You are responsible for:
Develop and implementserviceprocessesbased onITIL best practiceand MS Dynamics 365
Ensureadherence to agreed service processesandmetSLAs, OLAs and KPIs
Drive incident reduction processes to reduce the number of incidents persystem forall customersin all regions.
Drive service improvement processes and customer satisfaction.
Drive Cost optimizationtroughcontinuous improvement.
Management ofvarious projectswith service involvement.
University degree in engineering or an equivalent qualification with3-5years of working experience in Service Management
Project management experience and knowledge of project management methodology
Great communication and interpersonal skills demonstrated by the ability to articulate complex business and technology information at a senior level both internally and externally
Excellent written and oral communication skills in German and English is required
Independent, structured way of working.
Familiar with Lean working principles
A professional challenge in a highly motivated team, a global environment and with long-term perspectives
Home Office possible
A familiar working atmosphere in an innovative environment where your opinion matters
Diversity characterizes our corporate culture and we are convinced that it makes us a stronger team
We value each person as an individual with their abilities and needs. In this sense, we welcome applicants who wish to work part-time, people with severe disabilities and applicants of any gender.
DEU Kelberg, DEU Frankfurt, Homeoffice
Primary Work Location
DEU Kelberg - Rowastrasse
DEU Frankfurt - Walther-von-Cronberg-Platz
BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.