Job Description:

As Service Account Lead for Site IT Service, you are responsible for client satisfaction and loyalty by acting as a trusted partner in the delivery of Site Infrastructure Services for all sites in the DACH region under the Mars Classic Segments.

In this role you will contribute to the organization’s success by maintaining strong client relationships, ensuring service quality, and identifying opportunities for growth and improvements.

Your work will be essential in ensuring the balance between client expectations and the efficiency of our IT Services.

 

What are we looking for?

University degree or equivalent qualification (with preference of IT background)Broad technical understanding with the ability to translate technical details into non-technical communicationProven track record in stakeholder and / or service management with focus on mutual understanding and proactive drive for resultsLanguage Skills: French and English required

 

What will be your key responsibilities?

Relationship Management: Managing the relationship between internal customers and IT service teams while understanding customers’ needs and ensuring that services are aligned with business objectives.Issue and Escalation Management: Managing internal customer complaints or service issues promptly and professionally while escalating critical issues to higher management or specialized teams when necessary.Service Management to Customers: Accountability for the delivery of IT services according to agreed service levels (SLAs) while validating that quality of service delivery meets perception and expectation of our internal customers.Service Performance Management: Reviews of regular reports on service performance, metrics and KPIs to discuss performance, issues, and potential improvements.Project Planning: Assessment and understanding the business requirements for projects plans and initiating projects based on customer demands (without managing the project).Continuous Improvement of Customer Experience: Identifying and implementing improvements in service delivery and IT products to enhance internal customer satisfaction while staying updated on industry trends and best practices to offer innovative solutions together with the Product or Service Owners.

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