service delivery manager Luxembourg

IT Governance
Locatie Luxembourg
Interesse?

Jobomschrijving


Team

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

Taken & verantwoordelijkheden

  • 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.

Profiel

Kennis, vaardigheden & ervaring

  • 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.

Ons aanbod

  • 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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