Service Delivery Manager with German

	 	 
Good Job! Good Life! 
The HeadHunter Group is an innovative Staffing and Recruiting Company with HQ in US, Dover,  Delaware, operating in Canada, Albania, Kosovo, Montenegro, North Macedonia, Bosnia &  Herzegovina, Bulgaria, Serbia, Cyprus, Greece. We offer the newest mentality in Staffing industry and  our core business are Candidates and Clients. 
Our client, a leading global outsourcing services provider, is looking for a Service Delivery Manager,  for their new offices in Prishtina.  
Responsibilities 

Responsibility for the implementation, operational management, and further development of  back-office and/or call center projects  
Ensuring compliance with Service Level Agreements (SLAs) and KPIs  
Building and optimizing operational processes in line with corporate standards  ∙ Analyzing and improving processes to increase efficiency and quality  
Ongoing monitoring and assurance of service quality  
Building high customer satisfaction and long-term business relationships  
Responsibility for the profitability of managed projects, as well as identification, analysis, and  management of project risks  
Supporting the setup of project teams and leading them  
Ensuring compliance with workplace regulations, discipline, health & safety (HSE), as well as  internal policies, rules, and procedures within the managed teams  
Acting as the main point of contact for clients in day-to-day operations  
Managing escalations and ensuring sustainable resolution of issues  
Leading, coaching, and developing team leaders and operational teams  

Requirements 

Fluent German, both spoken and written – mandatory  
At least 3 years of experience in a leadership role within BPO, Shared Services, or customer  service environments  
Experience in managing operational teams and client relationships  
Proficiency in Microsoft applications (especially Excel, Power BI, SharePoint, Outlook)  
University degree in business, management, or an comparable field  
Strong communication skills and the ability to build and maintain business relationships  


Note: Please note that only shortlisted candidates will be invited for an interview. 
Our client offers equal opportunity for everyone, and no person shall be discriminated against on the  grounds of age, gender, sexual orientation, disability, nationality, ethnic background, race, skin color,  religion or ideology, political persuasion, social background or marital status. 
Data Privacy & GDPR Consent 
By submitting your CV and application through the provided link, you consent to the collection,  processing, and storage of your personal data for the purpose of recruitment and consideration for this  position, in accordance with applicable data protection laws, including the General Data Protection  Regulation (GDPR). 
Your personal data will be handled confidentially and used only for recruitment-related purposes. By  submitting your application, you confirm that you have read and understood this notice and consent to  the processing of your personal data as described above.

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