Client Manager bei renommierten Systemdienstleister (m/w/d)

Stellenbeschreibung:

Client Manager

The Client Management organisation is responsible for all customers and contracts based out of Germany. This encompasses both projects and run services. The total value of all the current contracts in Germany is circa €1bn. The organisation is undergoing several changes and transformations; along with the fact that there is a strong pipeline for new business, this means that there is an urgent need to grow the unit, both on the Service Delivery Manager and Client Manager side.

Key Responsibilities

Customer Satisfaction
Accountable (owner) for operational customer satisfaction
Ensure Service Level Agreements (SLAs) are achieved
Responsible for actions being defined and implemented to close any operational gap in customer satisfaction
Commercial Management
Report the agreed KPIs to the customer
Manages the SDM to ensure all SLAs are met
Accountable for identifying opportunities for expansion within the account
Revenue and growth responsibility
Drive innovation towards customer and technology roadmap for customer
Ultimate P&L and team management accountability for the account
Finance
Lead finance processes for the account
Forecast and planning
P&L analysis (after months‑end closing)

Required Experience

Significant Managed Services experience gained from an Outsourcing Services provider, or a combination of Services Provider and Corporate IT function
Proven track record of operating within an international matrix; strong personality and able to effect change and drive actions and results with a diverse and scattered This includes experience working with global delivery centres and offshore locations.
Deep expertise in either client relationship management at CXO level
Proven track‑record of escalation and crisis management
Proven ability to build and grow accounts and maintain long‑standing client relationships
Proven track‑record operating in international environment and on international projects
Customer orientated and strong sales capability; proactive and commercial approach to relationship development
Track record in leadership position within complex IT services environment

Key Competencies

Business Management: Financial Forecasting and Resource Requirements Planning
Business Management: Strategic Planning
Personal Success Factors: Driving Change, Managing Conflict
Customer Relationship: Maintaining Customer Satisfaction
Leadership: Motivate, Execute, and Achieve Results
People Management: Define and Communicate Responsibilities
Commercially‑minded and financially sound; able to interact with and influence client stakeholders
International in outlook and sensitive to different cultures and modes of operation

Soft Skills

Keeping overall objectives and strategies in mind and not being deflected by matters of detail
Willingness to travel
Articulate and able to present at board level
Leadership and directing others to undertake tasks
Influencing and persuading others to take a specific course of action when is not direct line of command or control
Keeping commercial aspects continually in mind when taking actions or making decisions
Passion for customers
Excellent communication skills – able to structure a good story and write/present
Excellent analytical and problem‑solving
Strong in influencing and persuading others to take a specific course of action when not direct line of command or
Fluent in German and English.
Highly ambitious and hungry to