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
Profil du poste
Minimum 5 years of working experience as Service Delivery Manager in IT Service sector
Good knowledge of IT Infrastructure, Network, Security and cloud knowledges would be considered as assets
Hold an ITIL certification
Good capacity to manage a team in complex environment
Be client oriented
Strong capacity to solve problems
Very strong organizational skills
High level of interpersonal and communication skills. Good presentation.
Languages required: French, Dutch and English
Deeply held belief in practical benefits of formal IT Service Management
Excellent communication skills
Representing and presentation skills
Project and program management
The possibility to evolve on a permanent basis within a company in expansion, recognized for its professionalism in the quality of the delivered material as well as its first-class services and support to its customers.
A professional team with a strong commitment to the company and an excellent team spirit.
Postuler pour "Service Delivery Manager (M/F)"
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