service delivery manager Luxembourg

IT Governance
Localisation Luxembourg
intéressé(e) ?

Description du poste


You will be part of our Team in Luxembourg and you report to the Directors of ECONOCOM PSF S.A.

Activités et responsabilités

  • Implementation of a successful service delivery approach throughout your team, resulting in SLA achievement, high level of customer satisfaction and a healthy budget.
  • Strategic approach in order to build together with your team an efficient and mature SD organization (transformation phase).
  • Ensuring backup of SLA contracts through (internal) operational agreements and improving the client profitability.
  • Management of the Service Delivery Team and help them to grow in their lead role in the client relationship.
  • Negotiation of contracts with clients in collaboration with the Sales organization and Econocom PSF Direction.
  • Senior escalation contact point for commercial issues, customer complaints, escalations in the complaint-to-resolution process in close collaboration with the Service Delivery team.
  • Reporting to Management on performance and customers relationship.
  • Building a personal relationship with key people within our clients’ organization.
  • Reporting to customers on services delivered against SLA’s (KPI based) and chair the service delivery meetings.

Profil

Connaissance, Compétences & Expérience 

  • University level degree or equivalent through experience.
  • At least 5 years of proven service delivery management experience, managing services contracts.
  • Experience in coordinating several projects in complex and large Microsoft environments, preferably on Azure Cloud and Microsoft 365 environments.
  • ITIL concepts are part of your daily work, you manage to apply them into practice and convince others of the added value.
  • Independent diplomatic personality.
  • Communication skills with business.
  • Experience to take the lead in the service review and steering meetings with the customer.
  • A strong sense of priority setting.
  • You are result driven, have a service mined and pro-active attitude.
  • Experience in infrastructure and end-user computing environments (is a plus).
  • Familiar with projects and project management techniques (Prince2, PMI, Chef).

You typically:

  • Keep a good balance between directive democracy and a coaching, motivating management style, applying a good understanding of team dynamics.
  • Are familiar with multi-cultural and international work environments.
  • Are Fluent in English and French (any additional language is a plus).
  • Feel at home in complex environments.

Notre offre

  • A competitive & challenging function in an innovative services company with room for initiatives.
  • An attractive salary package, company car, group insurance and extended hospitalization plan.
  • At Econocom you will operate in a professional environment where entrepreneurship is encouraged.
  • Location: Based in Luxembourg.

For more information or questions, don't hesitate to contact Sébastien Missenard - Directeur PSF
Sebastien.missenard@econocom.com
T : +352 39 55 50 234
M : +352 621 146055

 

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