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Client Description:
MANPOWER Office People is a specialist in recruiting white-collar workers. We always aim for the 'Perfect Match' between employer and applicant! Welcome to a world of opportunity!
Our client is a global leader in energy management solutions for utility companies.
Together with them, we are looking for a Service Delivery Manager for the site in Zwijnaarde.
Job Description:
As a Service Delivery Manager, you will be the central point of contact for the client, the Managed Services Operations Center, involved partners, and other key stakeholders in operational matters.
You will report to the Regional Manager Benelux and will be responsible for the daily service delivery to the client.
You will monitor performance against agreed Service Level Agreements (SLAs) and other contracted services.
Execute the agreed service processes according to the service catalog and internal guidelines.
1. Document and implement adjustments in contractual services or processes, including training.
2. Manage daily operational activities, including:
- Handling service tickets from the assigned client.
- Monitoring and reporting SLA performance (internal and external).
- Monitoring systems responsible for service delivery.
- Troubleshooting SLA-related issues.
- Escalating major incidents to the Service Manager.
- Proactively following up on open cases and incidents.
- Proactive system maintenance (reader groups, planning, SLA groups, etc.).
3. Coordinate fieldwork carried out by the client, technicians, or third parties.
4. Continuously improve service processes and identify additional service opportunities.
5. Support and train 6 colleagues within the team both in Belgium and Finland.
Candidate Profile:
6. Minimum 5 years of experience in a customer-focused service role within a complex, international environment.
7. Fluent in spoken and written French, Dutch, and English.
8. Familiar with working in cross-functional and distributed teams.
9. Strong IT knowledge, especially in networks and connectivity.
10. Customer-oriented, strong communicator, and solutions-oriented.
11. Accurate with an analytical mindset.
12. Ability to positively influence colleagues and stakeholders without formal authority.
13. Willing to travel to Finland during the first 6 months once a week.
What Client Offers:
14. Opportunity to work at an international and innovative company.
15. A strategic position with the client, playing an active role in an important project.
16. A permanent contract with an attractive salary package aligned with the role and your experience, complemented by additional benefits:
17. Annual bonus
18. Meal vouchers
19. Health insurance
20. Group insurance
21. Eco-vouchers worth 250 annually
22. Mobile phone and laptop
23. Company car and fuel card
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