Service Delivery manager
|Job Title:||Service Delivery manager|
|Contact Name:||Quentin Destat|
|Job Published:||October 19, 2016 09:08|
The Service Delivery Manager plays a central role in the coordination of efforts of the internal Operations team and aligns with R&D department. He plays a vital role with customer relationship, acting as the bridge between the client and our operational team.
The SDM ensure the good service delivery and will be responsible for a final resolution of all incidents and service requests within agreed SLAs. In order to achieve your goals, you can count on a team of 35 dedicated support engineers.
In your scope of function, you'll plan, direct, and/or coordinate activities in such matters.
Skills and experience:
The most suitable candidate should have:
*Past experience as Service Delivery manager is required (as from 4-5 years of experience).
*Past & proven experience as SDM in an IT environment (Hardware or/and Software).
*Feel at ease with client-facing activities of all kinds.
*Expert ability to work independently and manage one's time leadership skills.
*Excellent knowledge of production & service delivery processes, quality and cost control.
*Excellent knowledge of business and management principles (business planning, expense/budget management, outsourcing and business case justification, P&L, internal resources management).
*Trilingual proficiency: Dutch, French and English.
Major Duties & Responsibilities:
*Ensure the Daily follow-up of incidents, problem & service requests.
*Monitor the quality of deliver services based on pre-defined SLAs & KPIs.
*Definition and monitoring of the processes, working methods & priorities.
*Ensure client accompaniment in the scope of project delivery & relationship building.
*Work effectively across regionally & globally dispersed team members.
*Ensure external and internal reporting.
*Manage internal & external meeting with clients - Monthly operational meetings, etc.
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