Service Delivery Manager

Service Delivery Manager

1 senior profile

Your role

· You ensure the operational processes are defined, known and used correctly to execute the service operations for your customer(s) in line with the customer agreements:

o Incident Manager

o Change Management

o Release Management

o Problem Management

o CMBD maintenance

o Proactive certificate management

· You drive the Continual improvement activities for your customer in line with the contractual agreements and guidelines from the Customer Success Manager. You support the customer success manager and account manager also in onboarding discussions for new services, (e.g. input when new services are requested …)

· Maintain and document operational processes and procedures

· Maintain all produced documentation (meeting minutes, presentations …) with respect to the service operations of your customer contracts in the designated SharePoint directories.

· Detect security- and operational risks and log these in the "Risk Register" which is shared with the customer.

· You manage operational escalations:

o with customer and Proximus teams

o with engineers and Proximus management team

· You run the operational service governance with your customer and participate to internal governance meetings such as weekly account team meetings, operational meetings with the customer to discuss the most important service items (P1 tickets, number of tickets open, escalations …), Change Advisory Board meeting,…

· You lead the monthly Service Review Meetings your customer's management team to discuss SLA performance of the last month, SLA trend analysis, status and impacts of Continual service improvement actions, P1 incident root-cause analysis,…

· You report on open Problems, Capacity Management, Release Management,…

· You manage the operational subcontractors in the contract and ensure they perform as agreed.

Skills & Knowledge

· Min 8 years of experience as Service Delivery Manager in an ICT environment for an international customer.

· You work during Belgian business hours

· Able to effectively work in a hybrid environment with people in India, Belgium, or on other locations

· Stress resistant and a good eye for quality

· Customer focused yet assertive

· Analytical thinking and problem solving

· Awareness of cost aspects that are involved in the service delivery. Involving management when (upcoming) costing deviations are detected.

· Basic knowledge of SDWAN, WLAN, routing, switching and firewalls. Being able to facilitate and guide technical discussions (with architects and engineers) without the need to have an indepth technical understanding.

· Knowledge of ITIL principles

· Effective communication in English:

o on management level as well as technical level

o verbally as well as written

o With the customer as well as internally

· Able to motivate the support team

· Create clear and correct reports and presentations

· Organize virtual teams (engineers, architects …) when necessary

· Understanding the contract and guarding the scope. E.g. service catalogue, service window … .