1+ months

Service Delivery Director - Germany (m/f/d)

Remte, 3871

Position Summary

In the regional Infor Managed Services (IMS) organization, the Service Delivery Director (SDD) reports (direct line) to the Sr. Director or Vice President of IMS EMEA, manages a team of Services Delivery Managers (SDM) with the objectives of the role being to deliver the services listed in the contracts and to provide pre-sales support to the License & Services Sales teams to position IMS services. The Director drives excellence and profitability in delivery on all client engagements within assigned territory, meeting client and business requirements, through maximization of revenue and management of a team of SDM's. The Service Delivery Director supports SDM's at Steering Meetings. The principal KPI's are customer satisfaction, IMS contract renewals growth, SLA achievements, forecast revenue and GM accuracy, P&L, contract performance, employee retention. The Service Delivery Director works closely with the Sales organization in the sales process to define solution and content contracts according with IMS offering and customer requirements.

Your Responsibilities Include:

·Build and maintain long term relationships with customers in the assigned territory.

·Negotiate with customers/prospects, providing guidance to the services procurement process.

·Manage a team of SDM's with responsibility for team utilization, recruitment, retention, performance evaluation, competence development, coaching & team building.

·Manage and support the SDM team to secure renewals of IMS contracts leveraging on IMS offering and customer relationship.

·Be a spokesperson internally and externally to support development and revenue growth of the practice.

·Support the License & Services Sales teams to achieve their bookings targets.

·Work closely with the Sales organization to define the Statement of Work u2013 review services contracts.

·Coordinate the design and estimating of proposed service.

·Review and approve the proposed service costs.

·Actively contribute to and establish business developments plans for the assigned territory:

-Acts as Delivery Executive on contracts to support the SDMs.

-Ensure SDM undertake appropriate service reporting to client, lessons learnt enacted and drive continuous service improvement.

·Achieve objectives set by regional Senior Director and/or Vice President regarding contract performance.

·Responsible for all activities surrounding the delivery of services, successful delivery, and overall client satisfaction within the assigned territory.

·Seek additional revenue opportunities and negotiate contracts of work to maximize revenue generation.

·Serve as escalation point for client issues and concerns.

·Resolve complex business problems.

·Oversee appropriate onshore, near-shore and off-shore resources.

·Work closely with Competence Centre management on capacity planning, resourcing requirements for major projects & resource competence development plans.

·Manage internal communication to employees.

·Revenue and costs forecast.

Knowledge and Skills, you bring to the organization:

Required Skills

·Proven ability to perform effectively in a fast-paced, high-growth, rapidly-changing environment.

·Proven ability to develop and maintain effective internal and external business relationships with various levels of management.

·Minimum of eight (8) years business management and/or managed services leadership position.

·More than ten years' experience in software or related industry in revenue and cost budgeting experience.

·Proven ability to develop strong relationships with key sales personnel.

·Ability to manage forecast / pipeline and reflect a true position with date driven deadlines.

·Ability to drive results throughout engagement/delivery team.

·Above average communication, presentation, organizational and planning skills.

·Excellent understanding of English (communication and writing). Additional language a plus.

·Highly developed interpersonal skills to work as a team member and customer liaison.

·Sales attitude.


Desired Experience/Knowledge areas

·Successful management of largescale Managed Services contracts.

·ITIL Certification or applicable ITIL terminology and practices.

·Services sales and strong track record of overachievement on targets.

·Ability to handle stressful situations with multiple priorities Experience working with, and or coordinating the efforts of multiple parties.

What's in it for you?

At Infor, we are highly invested in the success of our people. We strive to make Infor a great company to do business withu2014and an awesome place to work. We recruit passionate people, cultivate an inclusive work environment, and encourage volunteerism in our communities

 Our Values

 Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societiesu2014such as value creation, integrity, responsibility, free speech, and tolerationu2014we encourage one another to take initiative and to challenge the status quo.

 We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 

 Infor does not discriminate in employment opportunities or practices on the basis of race, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age or individuals with disabilities.

At Infor we value your privacy that's why we created a policy that you can read here.

The information above is not complete and may change once joining Infor in future but this is a guide of the overall role. Please find further information here: http://www.infor.com/


    Posted: 2021-03-03 Expires: 2021-06-02

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    Service Delivery Director - Germany (m/f/d)

    Remte, 3871

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