Service delivery Manager-Senior Program Manager
Type of contract Permanent-CDI
Hybrid Brussels
We are looking for a Service Delivery Manager - Program Manager. This is a critical role responsible for ensuring the successful management and delivery of services according to tender specifications, KPIs, and SLAs. This position combines the responsibilities of both a Service Manager and a Senior Program Manager, overseeing project delivery, risk management, and stakeholder engagement while ensuring alignment with contractual requirements. The ideal candidate will have extensive experience in managing large-scale projects and a proven track record of achieving commercial and technical success.
Key Responsibilities:
Service Management:
* Ensure adherence to tender specifications and KPIs/SLA, accounting for any deviations in expected quality.
* Present regular activity reports and service improvement plans to the Contracting Authority.
* Manage the service delivery, including resource planning, scheduling, and optimization of contractor activities.
* Draft regular status reports detailing KPIs/SLA fulfillment and propose measures for optimization.
Program Leadership:
* Take ownership of project and program delivery, recovery, and sales, driving accountability across all phases.
* Develop and implement sustainable resourcing, risk management, and escalation strategies.
* Collaborate with Account Executives to create deliverable programs that meet target costs, timescales, and scopes.
Manage Customer Relationship:
* Act as the primary contact for external stakeholders, attending customer forums to foster positive relationships.
* Manage program review sessions with customers, discussing cost, schedule, quality, and technical performance.
* Continuous Improvement:
* Implement and drive program standards, coaching and mentoring team members on best practices.
* Challenge existing methodologies and procedures to enhance speed, cost, and quality of solutions.
* Adapt solutions to new problems creatively, structuring complex situations for clarity.
* Financial Management:
* Oversee program budgets, ensuring successful product launches within budget and on time.
* Prepare financial status reports, splitting budgets per workstream and managing program spending.
Team Management:
* Review resource capacity planning, analysis, and forecasting to ensure efficient use of resources.
* Establish actionable deliverables for program teams and create clear reporting formats.
* Define approaches for continuous improvement, including training, communication, and operating rhythms.
Qualifications:
* Bachelor's degree in Business, Information Technology, or related field; advanced degree preferred.
* Minimum of 10 years of experience in similar service delivery or program management roles, particularly with projects valued at 10 million euros or more.
* Proven track record of contractual and commercial successes, with strong technical acumen.
* At least one external Project Management certification (e.g., PM/PRINCE2/IPMA).
* SCRUM Master certification (PSM/PSPO/PSD/SPS/PSK/PAL) is highly desirable.
* Advanced knowledge of ITIL or IT Service Management (ITSM).
Skills:
* Strong leadership and communication skills, capable of engaging with diverse stakeholders.
* Excellent problem-solving abilities with a focus on continuous improvement.
* Ability to manage multiple priorities in a fast-paced environment while maintaining a clear focus on outcomes.
* High level of professionalism and accountability in managing projects and teams.