Mid-Level Service Delivery Manager Are you a natural problem‑solver with a talent for ensuring smooth operations and delivering exceptional service? Do you believe that effective service delivery is the key to driving success and customer satisfaction? If you’re passionate about optimizing processes and building strong client relationships, you might be the Service Delivery Manager we’re looking for! At SOFICO, you will have the opportunity to impact large changes and ensure our clients receive the best possible experience.
Responsibilities
Represent the client at Sofico: coordination, planning, and alignment between the various teams to best meet client expectations.
Ensure clear and regular communication.
Monitor the quality of the solutions/services delivered.
Deliver the agreed‑upon reports to the client.
Check colleagues’ time records and prepare invoices.
Set up a smooth service support and operational cooperation model with the customer from the moment of Go‑Live.
Follow up the set‑up of cooperation tools with the customer (SD, SP, etc.).
Set up and monitor relevant KPIs/metrics (SLA, WIP, etc.) that are contractually agreed and operationally relevant.
Organise, conduct and facilitate regular (e.g., monthly) operational meetings with the customer to discuss daily cooperation, quality of delivery, SLA compliance, etc.
Coordinate in case of critical issues or big initiatives/change requests raised by the customer.
When the size of an issue, change or initiative requires a formal project approach, hand it over to an appointed Project Manager.
Support the team in taking the necessary steps and in communication towards the customer.
Follow up the efficiency, effectiveness and quality of the work performed and delivered to the customer.
Ensure that reliability, throughput, predictability, capacity issues are presented to the team and coach/scum master and that the team is acting upon them.
Generate SLA and other contractually agreed customer reporting, both for use of the team and for the customer.
Review time entries, prepare and generate the (monthly) outgoing invoices for professional services delivered.
Monitor the contract count at customer level and provide information to the account manager.
Support the Account Manager in obtaining PO’s for intensive PO processes for professional services on the customer side.
Qualifications & Experience
3 to 5 years of experience with medium to large‑scale ERP software support.
Experience with project management methodologies (Agile, Scrum, etc.); experience as a Scrum master is a huge plus.
Experience with Release & Change management.
Preferably a technical background.
Excellent communication skills (internal/external stakeholder management).
Fluency in English & Dutch.
Prepared for limited travel (+–10%).
Excellent organisational skills and proficiency with Excel, Jira, MS Projects, etc.
Strong accuracy and attention to detail for administrative tasks.
Strong interpersonal skills with an emphasis on relationship management and influencing skills.
Comfortable handling difficult situations and managing conflicts.
What We Offer
Competitive salary package.
Company car with fuel card/charging card.
Meal vouchers.
Group and hospitalization insurance.
Yearly bonus (CAO90).
Additional benefits: bike leasing and flexible working hours.
Company & Culture Join an international, multicultural company with more than 35 years of experience, which doubles in size every 5 years. We encourage a horizontal, open corporate culture where career development and personal growth are central. You benefit from a comprehensive 6‑month onboarding, including a dedicated job coach, and receive ongoing learning opportunities. Participate in fun team activities such as after‑work drinks, barbecues, family days, and company weekends. Additionally, you work in a modern and easily accessible office, equipped with charging stations for electric cars and bikes, as well as free shared bikes.
Career Details
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Project Management and Information Technology
Industries:
Software Development and IT Services and IT Consulting
Location:
Ghent, Flemish Region, Belgium
Join the development of your career and apply today.
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