Job role

Within our Technical Consulting Group you will:

• Be responsible for the overall IT Service Delivery Quality
• Managing all project- or service-deliveries activities in collaboration with the technical teams, project team and stakeholders;
• Be the main point of contact for the customer for the project execution
  • Follow-up of project and budget progress, risk and issues
  • Utilize project management and collaboration tools to plan, organize and report on project activities
• Follow-up of all customers under support contracts (meetings, creation and sending of reports, complaint management,...)
• Set-up and facilitate the required governance follow-up meetings with clients & partners (Operational Meetings, SteerCo Meetings)
• Create reporting to follow daily activities
• Participate to RFP / RFS
• Be responsible for technical team people management and organisation
• Ensure Teams Are Trained
• Be sponsor of the Continuous Improvement Program to improve quality and customer satisfaction
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
  • Conduct planning efforts, challenge estimates from technical leaders and develop roadmaps in collaboration with the project team
  • Participation in pre-sales activities within the framework of the various opportunities linked to the Service catalog (customer meetings, qualification of needs, validation of offers, etc.)
  • Handling customer's request, responding quickly, effectively, with transparency and flexibility, following up with clients to ensure successful resolution
  • Lead incident response under SLA
  • Monitoring the invoicing of the various services and contracts