at Capgemini
ConsultanciesPosted 3 days ago
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**Role: SDM - Complaints Manager (German Speaking)** Manage and resolve complex customer complaints, driving service improvement in a dynamic IT outsourcing environment. Maintain and grow client relationships, ensuring contract compliance. Key responsibilities include delivering high-quality customer service, acting as primary contact for German-speaking clients, and analyzing client concerns to enhance service delivery. Requires 7-11 years of experience in service delivery, customer service, or client relationship management. Proven leadership skills and fluency in German (native) and English (business-fluent) essential. Familiarity with ITIL V3 Foundation, service delivery frameworks, and engagement management tools preferred.
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Full Job Description
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion. We're looking for a passionate and experienced SDM Complaints Manager (German Speaker) to join our vibrant team! As the SDM Complaints Manager, you will be responsible for delivering high-quality customer service, managing client relationships, and overseeing complaint handling processes while driving service improvement and business growth in an outsourcing and IT service delivery environment. Responsibilities Experience & Qualification Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where youll be supported and inspired by a collaborative community of colleagues around the world, and where youll be able to reimagine whats possible. Join us and help the worlds leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
• Deliver customer services to develop, maintain, and strengthen client relationships
• Manage and resolve customer complaints, ensuring timely and effective resolution
• Act as the primary point of contact for German-speaking clients and stakeholders
• Analyze client concerns and requirements to enhance service delivery and satisfaction
• Monitor and measure performance against SLAs and contractual agreements
• Identify opportunities to grow the business and expand services with clients
• Ensure compliance with contractual terms and manage service delivery effectively
• Oversee financial performance and ensure efficient cost and revenue management
• Bachelors or Masters degree in Business Administration, IT, or a related field (preferred).
• Minimum 711 years of experience in service delivery, customer service, or client relationship management.
• Proven leadership experience in IT service delivery, complaints management, or infrastructure environments.
• In-depth understanding of ITIL V3 Foundation, service delivery frameworks, and project management methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in written and spoken German (native) and business-fluent English.
• Strong analytical, engagement, and financial management skills.
• Proficiency in various tools and disciplines, including engagement management, sales techniques, and service delivery tools.
