Primary role
The Service Delivery Manager (SDM) oversees the account and enable the delivery of a high quality service to customer, and to ensure Service Delivery processes are in place to meet business needs. The SDM is a stakeholder facing role, required to establish and manage expectations within the business and drive the delivery to achieve the expectations of the customer.
Responsibilities
Account Management
Own the account P&L and ensure overall financial status of account remains healthy.
Improve on account margin and revenue through upselling and renewal of services.
Control costs within the agreed budget
Service Management
Maintain high performing service support functions including, Application Management Support and any other managed services.
As owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
Performance & Quality
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
Provide regular and accurate management reporting on IT Service performance
Qualities and Skills Required
· Able to demonstrate the ability to undertake the above responsibilities
· Legally able to work in the country in which the position is based
· A passion for Service Improvement
· Experienced Application Management professional
· Experienced Service Management professional
· Previous experience as a Team Lead or demonstrable experience in leading virtual teams
· Experience of managing 3rd parties and 3rd party delivered services
· Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
· Excellent people and customer management skills
· Excellent written and verbal communication skills
· Excellent customer facing/customer service skills
· Able to work under pressure and meet deadlines
· Able to demonstrate a high degree of flexibility including shift and out of hours working
· Excellent organisational skills
· Able to manage sensitive and sometimes confidential information
· Self-motivated and able to take responsibility
· Able to manage and prioritise and tasks and time efficiently
· Able to demonstrate initiative and a proactive approach to tasks
Your profile
5 to 10 years experience in a equivalent role as a service delivery manager / leader
Experience in complex customer environments in the domain of Infrastructure and applications
Strong customer service, project management and quality control skills
Excellent interpersonal skills with credibility at operational delivery level
Fluent English and Dutch or French
We offer
Besides ambitious and welcoming working environment with global and local people, we offer you:
• Competitive salary with attractive extra-legal benefits
(like a company car, fuel card, mobile with data plan, meal vouchers, expense allowances)
• 20 days annual leave plus bank holidays
• Plus 6 recuperation days (ADV) if 39h/week or 12 recuperation days if 40h/week work
• Hospitalization insurance
• An attractive stakeholder pension scheme
• Life Insurance
• Personal Accident Insurance