Service Lead (w/d/m) for Service Delivery Management

Help us transform the world of service and deliver great experiences for our customers via better workflows, collaboration, and information sharing. USU is the leading provider of software and service solutions for IT & Customer Service Management. With over 750 employees at 17 locations across the globe, we look forward to working together to create a better service world.

Do you enjoy taking responsibility and are passionate about the customer’s satisfaction? You like working independently and figuring out strategies to maintain customer relationships? You also like to act as an interface for communication between different parties? In that case our team is waiting for YOU!

We inspire our customers together for a better service world, whether full time, part time or home office. Join us now!

Your Responsibilities:

  • Design and implementation of a Managed-Service-Delivery program and work with regions to develop policies, processes and RACI (Governance) to bridge any gaps from current state to further state
  • Maintaining a balance between one area and closely connected global teams
  • Work closely with different regions to optimize delivery on high-risk programs and services
  • Oversee and manage the service delivery lifecycle from Solution Implementation into Managed-Service-Delivery
  • Collaboration with customers and partners to ensure success with USU software and service solutions and participate in customer user groups, webinars and events
  • Establish and maintain customer relationships at multiple levels with a focus on customer enablement and satisfaction
  • Be the key interface between USU services to USU sales, customer success management, product management and customers
  • Work with USU Business Leaders and Service Leaders to identify new service opportunities within existing customers and planning of solution in short and long term

Your Skills:

  • Master’s or Bachelor’s degree in business studies or similar qualifications
  • Strong ability to understand complexity and to break it down to simplicity with a strong aptitude for software and service solutions value proposition
  • Strong written and verbal communication skills
  • Ability to multi­task and manage priorities with strong attention to details
  • You are a structured thinker, self-organized and always have an eye on highest customer satisfaction and any requirements of the customer
  • Basic experience in Consulting with software and service solution tools as well as industry Certifications (for example CSAM, CHAMP and ITIL) are an advantage

Our Benefits:

  • Introduction event U Step In
  • Flexible working hours, home office, sabbatical
  • Open doors and flat hierarchies
  • Employee discounts
  • Bonuses for recruiting new employees
  • Charging stations for electric vehicles
  • Job bike, company fitness program
  • Support for pension plan
  • Free water, coffee, tea & fruit
  • Company events