The role of the Service Delivery Manager (SDM) is a critical and complex delivery management role within (COMPANY NAME), serving as the nexus for a varied combination of accountabilities and responsibilities.
The SDM is accountable for Client delivery in a delivery matrix organization, requiring (pro-)active leadership skills and execution discipline to ensure an integrated end to end (E2E) service is delivered to our clients.
The SDM role ensures that all key areas of service delivery management are covered:
Client Delivery Quality, Satisfaction and Governance
Active and integral Service Level Management of all IT service delivery.
Build/Maintain relationship with client and manage satisfaction (includes CSAT forecasting).
Continuously discuss with Client risks, service scope and identify/support upsell opportunities.
Guarantee that Service Level Reporting is accurate and complete both internally and externally.
Active engagement on critical Changes and Mis.
Work with Client Managers to develop/deliver account plan objectives and support strategy to achieve renewal.
Help align tower services and technologies to client business objectives.
Compliance, Security and Risk Management
Oversee Service Management activities (e.g., Incident, Problem, Change, Config, Capacity, Availability).
Manage Delivery's Security Management (e.g., patching, AV, Alcatraz controls).
Manage Delivery's Compliance (e.g., backup/recovery, DR, patching, life cycle management, Audit (e.g., ISO 2xxx0), on/off-boarding of staff).
Actively manage operational risks through the (COMPANY NAME) Risk Tool, creation of Risk Letters and work with Client Managers for client acceptance.
Ensure delivered services and service levels comply with base contract and amended agreements.
Actively manage cost/spending on your account to ensure the targets as specified within the Initial Business Case are achieved.
Ensure a financial plan exists for each year of the 'run' phase, optimizing/reducing costs and allocations to achieve year-on-year improvement of cost base.
Continually manage the balance of Service Quality vs Cost.
Ensure completeness and correctness of invoicing while providing support for timely billing and payment.
Achieve agreed resourcing mix (on/offshore) and plan resourcing actions with towers aligned to bid model.
Community building (external and internal)
Bring "voice of the customer" to the (COMPANY NAME) AST and advocate for the Client.
Build cross country client delivery community in the (COMPANY NAME) matrix organization, with knowledge of Client business and commitment to Client service quality/SLAs.
Mentor/coach AST staff and deliver input for semester target setting of AST staff.
Ensure proper knowledge/skill-mix in the AST.
Foster and champion a culture of continuous improvement, lean methodologies and automation.
Actively cultivate lessons learned and share with your fellow SDM practitioners.
What we offer you
Besides challenging 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);
* 25 days annual leave plus bank holidays;
* Private medical insurance;
* An attractive stakeholder pension scheme, with employer contributions of up to 10% basic salary;
* Life Assurance;
* Income Protection;
* Personal Accident Insurance;
* Season Ticket Loan.
How to apply
For more information about this position, please contact our Corporate Recruiter, Tanja Smet on +32 (0)493/85.32.87 Due to the GDPR we kindly ask you to submit your application not via e-mail but via the button below.
About (COMPANY NAME)
(COMPANY NAME) is a global leader in digital transformation with 1xxxx0 employees in 73 countries and annual revenue of 13 billion euros. European n° 1 and key player worldwide in Cloud, Cybersecurity and High-performance Computing, (COMPANY NAME) is the Worldwide Information Technology Partner for the Olympic Games and serves clients across all business sectors. For more information go to axxx.xxt.
As a global business, our people come from a broad spectrum of genders, sexualities, ages, ethnicities and lifestyles. We aim to provide them with equal opportunities and an inclusive working culture by welcoming, respecting and valuing all of our differences. Our diversity networks support that goal by recognising, developing and raising awareness for diversity in the workplace. (COMPANY NAME) is committed to making reasonable adjustments to the applications process for people with disabilities