DACH Operations Manager - IT Services

LOCATION: Cologne or Dusseldorf - Remote working

The DACH Regional Operations Manager leads the Operations for A&O IT Group within the region allocated, acting as a single point of contact for all activities relating to the major business accounts. You will develop and sustain excellent customer relationships at all levels, ensure that all contractual service levels are achieved, ensure customer satisfaction, and maintain commercial control. The role will also manage budgets and P&L for assigned accounts, leading the Operations Team where appropriate with escalations and providing advice and guidance to more junior members of the team.

You will be responsible for ensuring retention of existing business and exploring and securing areas for business growth by working with the sales and bid support teams to create opportunities and providing data for bid documents.

RESPONSIBILITIES:

1. As part of the Senior Leadership Team, shape the strategy and drive for success in the DACH region.
2. Provide strategic direction and leadership to direct reports and the extended team.
3. Develop, mentor, coach, and train the team to ensure all members are working to their maximum potential.
4. Represent senior executive level customer interactions regarding Service Delivery, Field Services, and Sales/Business development functions in the DACH region.
5. Develop and sustain excellent customer relationships.
6. Act as the primary point of contact for regional accounts.
7. Handle customer escalations and resolutions as required.
8. Manage all aspects of the A&O portfolio pertinent to the contracted deliverables with each assigned client.
9. Provide advice and guidance to the rest of the Team Members.
10. Deal with high level and complex customers with substantial order/invoicing values.
11. Conduct service reviews and service development meetings at regular intervals with clients.
12. Develop and widen regional client relationships.
13. Support partner management in managing the service partners.
14. Assist leadership teams in any restructuring, future divestitures, mergers, and acquisitions.
15. Ensure appropriate documentation (e.g., Contract, Service Element Descriptions, Change Control Notes) is created and maintained for assigned accounts.
16. Negotiate and manage any required amendments to contracts.
17. Effectively manage third party relationships, including negotiation and cost reduction.
18. Work with Project/Transition management for the implementation of new business. Own and execute transitions of new business where the deliverables and scale are appropriate.
19. Engage in any other activities that enhance the service or financial performance of assigned accounts within the constraints of the authority of the position.
20. Comply with company processes and procedures and provide support in audits and quality assurance processes.
21. Interact with the Field, Customer Support Centre, and Logistics teams to ensure understanding of key customer issues and concerns which affect your accounts are jointly addressed.
22. Act as a brand ambassador for A&O IT Group in DACH and across the globe.

ESSENTIAL SKILLS & QUALIFICATIONS:

1. 3-5+ years of experience in a similar role.
2. Experience working with global Systems Integrators as customers.
3. Able to command respect and operate at a senior level internally and externally, with both suppliers and customers.
4. Able to identify and develop revenue opportunities within new and existing accounts; experience managing large service teams in a distributed working environment.
5. Diplomatic and highly influential, able to motivate senior level contacts with good negotiation and presentation skills.
6. Excellent English and German verbal and written communication skills, with the ability to convey information clearly and effectively.
7. Team player, positive, self-motivated, enthusiastic, and proactive.
8. Organized, with the ability to identify and resolve problems, multi-task, and work simultaneously on multiple projects to consistently meet stretching timescales.
9. Flexible and adaptable to meet changing business demands and working environments.
10. Numerate and commercially astute, with the ability to build relationships and assist with the sales process.
11. Excellent PC Skills – MS Office 365, PowerBI.

ABOUT US:

A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.

OUR VALUES:

Our team prides itself on our core values and commitment to doing the basics brilliantly. If you too strive to engage & delight, we would love to hear from you.