Job Description
The Service Delivery organisation is looking for a Customer Service Manager in order to meet new demands. The Customer Portfolios will be decided upon employment. The Customer Service Manager, CSM, will be a part of a Customer team lead by an AM (Account Manager) or GAM (Global Account Manager). The CSM will be assigned a specific area of the Customer SLA (Service Level Agreement) and work in close co-operation with the AM/GAM, assigned to the same customer.
The CSM is responsible for the overall quality of services, in the assigned customer’s portfolio of IS/IT services, provided by Volvo IT. The CSM will act as the customers ‘ambassador’ within the service delivery and contribute to customer satisfaction and an effective management of customer demands.
The CSM is appointed jointly by the Global Account Manager/Account Manager and the responsible delivery organizations and shall keep a continuous dialogue with the Customer, the Account Manager and the Delivery organizations. The CSM reports to the Global Account Manager/Account Manager and the manager for the Service Management, Gothenburg.
As a CSM you will be making sure that Volvo IT meets the customers’ expectations concerning the service in the customer’s portfolio. This means that you will be monitoring metrics to measure customer satisfaction, follow up that the deliveries meet the agreed customer demands for functionality, quality, security, efficiency as agreed with the customer and provide customer reports if stated in the SLA or other agreements. You will also be responsible for service issues as well as working with the customer “end to end” and interact with stakeholders at all levels both inside Volvo IT and in the customer organization.
Desired Skills & Experience
We believe that you
Broad IT background
Methodology knowledge
Good negotiation ability, including flexibility and will to compromise
Good knowledge of Volvo IT’s global organisation and ability to drive the customer’s needs within the organisation
Capacity to execute against set targets
Experience from work in customer/account teams. Used to daily contact with customers
Strong communications skills in Swedish and English - spoken and written
You like being involved, and able to influence the final result.
We can offer:
A strong competence development roadmap and several professional and technical communities
An attractive working environment with highly skilled and experienced colleagues
An opportunity to work with business critical work assignments
Carrier opportunities within the wide Volvo world
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
