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? Ifyou’repassionate aboutoptimizingprocesses and building strong client relationships, you might be the Service Delivery Managerwe’relooking for! At Sofico, you will have the opportunity tohave an impact onbiggerchangesand ensure our clients receive the best possible experience.
As a Service Delivery Manager, youare responsible foroverseeing the delivery of our services to clients, ensuring quality, efficiency, and alignment with their needs. As a key member of our Service Deliverycommunityworking for our operations,you’llwork closely withconsultants,engineers, product &technical teams, and clients to ensure seamless operations and successful outcomes. Your goal is to foster trust, deliver value, and create lasting partnerships that drive mutual success.
You will be the 1 st contact person for the customer (1 st escalation level) and will organize operational meetings. Next to that we also expect you to:
* Representthe client at Sofico: Coordination, planning, and alignment between the various teams to best meet client expectations.
* Ensureclear and regular communication.
* Monitorthe quality of the solutions/services delivered.
* Delivers the agreed-upon reports to the client.
* Check colleagues' time records andprepareinvoices.
Set-up Post Go Live Support & operational cooperation
* Sets up a smooth service support and operational cooperation model with the customer from the moment of Go-Live.
* Follows up the set-up of cooperation tools with the customer (SD, SP, ...)
* Sets up andmonitorsrelevant KPI's/metrics (SLA,WIP,...) that are contractually agreed and operationally relevant
* Organize,conductandfacilitateregular (egmonthly) operational meetings with the customer to discuss daily cooperation, quality of delivery, SLA compliance,etc
Coordination and monitoring
* Coordinates in case of critical issues or bigger initiatives/change requests raised by the customer.
* In case the size of the issue/change/initiatives require a formal project approach, the SDM will hand it over to an appointed Project Manager
* Supports the team in taking the necessary steps and in communicationtowardsthe customer.
* Follows up the efficiency,effectivenessand quality of the work performed and delivered to the customer.
* Makessure any reliability, throughput, predictability, capacity... issues are presented to the team and coach/scum master and that the team is acting upon those.
Reporting and invoicing
* Generate SLA and other contractually agreed customer reporting, both for use of the team and for the customer
* Based on input from the team, reviews the time entries,preparesand generates the (monthly) outgoing invoices for professional services delivered
* Monitoring the contract count on customer level + provide info to account manager
* Supporting the Account Manager for obtainingPO'sin case of very intensive PO process for professional services on customer side
Your interests and skills
You are a born organize r using the tools at your disposal (Excel, Jira, MS Projects, etc.) and can keep track of a lot of different topics at the same time.
A strong accuracy skill is needed to perform the administrative tasks for which you will be responsible.
You have strong interpersonal skills with an emphasis on relationship management and influencing skills. Managing difficult situations is not a problem for you.
Because of your excellent communication skills, you can effectively and concisely communicate both internally and externally with both operational colleagues and project stakeholders.
What else is expected:
* 3 to 5 years of experiencewith medium to large scale ERP software support
* Experience with project management methodologies (Agile, Scrum, etc) and experience as a Scrum master is a huge plus.
* Experience with Release & Change management
* Preferably a technical background
* Prepared to limited travel (+- 10%)
What we offer you
* Competitive salary package
* Company car with fuel card/ charging card
* Group and hospitalization insurance
* Yearly bonus (CAO90)
* Additional benefits: bike leasing and flexible working hours
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.
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