There’s a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.
What you will work on
The Service Delivery Manager will manage the delivery of support and managed services to our live utilities customers using our UMAX solution, executing the vision of service deliveryto consistently exceed customer expectations through continuous improvement, efficiency, and an unwavering commitment to excellence.
You are responsible for the cost-effective, timely and quality delivery of support and managed services.
UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.
As our Service Delivery Manager, you…
1. develop & maintain a strong professional relationship with your assigned customer(s)
2. consistently execute & follow up long-term maintenance contracts
3. are responsible for SLA achievement and a high level of customer satisfaction
4. provide input for permanent tracking of KPI's (financial, quality, schedule and risks/issues), and provide appropriate and frequent report-out(s) to different stakeholders
5. collaborate with a team of Service Delivery Consultants (functional and technical profiles) and other internal teams (e.g., R&D, Finance, Center of Excellence)
6. anticipate and/or manage efficiently all significant changes under your supervision
7. suggest & implement continuous improvements on standard processes and tools to drive operational efficiencies
What you bring
8. an experienced leader with a proven track record in Service Delivery Management
9. strong business knowledge on applied ERP solutions (preferably Microsoft Dynamics 365)
10. affinity with software development, and a keen interest in both functional and technical aspects of our solutions, to be able to effectively challenge and advise customers
11. experience with Cloud based applications/SaaS based on Microsoft Azure
12. knowledge of the Utilities sectoror similar is a strong advantage
13. familiar with project methodologies such as Waterfall (Prince2) and Agile (Scrum, Scaled Agile), and has an ITIL certification
14. an analytical and proactive approach, with a problem-solving mentality and strong customer focus
15. commercial flair and excellent listening and negotiation skills
16. strong oral & written communication & presentation skills
17. excellent people management skills
What we offer
18. A fast-growing and international environment with offices in Ghent, Atlanta and London.
19. Working with future-ready water and energy companies and building valuable utility expertise.
20. Internal mobility, developing your career through various educational programs and growth paths.
21. An entrepreneurial mindset where you have a direct impact on our growth journey.
22. An open environment where we understand the importance of taking a break to recharge and achieve the best results. We make it a priority to celebrate milestones, both big and small.
23. Onboarding, learning and buddy programs to get ready for a smooth start in your new job.
24. Flexible options for hybrid working so you can work in a way that suits you best.
25. Competitive perks & benefits, because we want to help you reach your full potential, both at work and in your personal life.
26. A lot of fun moments with an eye for sports, celebration and wellbeing, important for maintaining a healthy work-life balance.