As a Service Delivery Manager , you will report to the Director Infrastructure Management, and you will be responsible for providing the Sopra Steria PSF Luxembourg services portfolio to one or more customers.
In this role, you will ensure that the service towards the customers in your portfolio is in line with the contractual agreements (SLA) and you will promote the continuous improvement of our services & our customer satisfaction.
As Service Delivery Manager , you will be responsible for :
Putting in place and managing the consultation and communication structure with the customer ;
Monitoring and reporting on the agreed "SLA" and customer satisfaction targets ;
Continuous productivity improvements that bring to improve the margin of the service contract and / or added value for the customer ;
Monitoring the quality of our service by proactively identifying structural problems "root cause" to carry out analysis and implement improvements ;
Ensuring the necessary skills and operational capacity to respect the existing contract agreements;
Ensuring the smooth cooperation / collaboration with all the infrastructure management teams, partners and subcontractors;
Ensure that the final delivery meets the agreed customer and stakeholder requirements specified for the project(s);
Coordinating the efforts of team members and third-party contractors or consultants;
Booking resources and ensuring that team members are motivated and constantly maintaining & developing their skills and experience;
Preparing and maintaining project plans, financials and tracking activities against the plan, providing regular and accurate reports;
Participating in functional and technical working groups and progress meetings;
Estimating costs, timescales and resource requirements for the successful completion of the project(s) to agreed terms of reference;
Manage end of month closing & billing in time according to the financial department rules and way of working;
Dedication to our success and the success of our customers to optimize and transform their ICT environments;
Monitoring costs, timescales and resources used, and take actions where these deviate from agreed tolerances;
Ensuring all organizational policies and procedures are followed throughout projects;
Giving proposals for project strategies, planning, definition of tasks and deliverables, review of project deliverables, risk analysis and management, status reports, problem reporting and management systems, follow-up and organization;
The Service Delivery Manager will also define the project’s objectives and oversee quality control throughout its life cycle.
Your Profile :
You have a master's degree or equivalent experience;
You are fluent in French and English , any other language(s) is an advantage;
You have experience as a Service Delivery Manager , preferably between 3 and 5 years ;
You are customer minded & quality focused ;
You are able to communicate and report on an "executive" level;
You identify and quickly understand the needs and expectations of the customers and / or markets;
Experience with leading (virtual) teams and this preferably in an operational service delivery context is an asset;
You have experience with the implementation of improvements , which lead to a higher customer satisfaction ;
You have strong communication skills at all levels, you are persuasive, know how to make an impact and to negotiate;
You work in a proactive and diplomatic manner;
You are ITIL & PRINCE 2 (or equivalent) certified;
You have good knowledge of modern information systems technical architectures (multi-tiers applications, IT infrastructure);
You have strong analytical skills;
You have Strong project management skills ;
We Offer :
We offer the opportunity to work in a fast growing and dynamic team on challenging national and international projects in various industries.
We also offer the opportunity to continuously deepen your knowledge and to further develop your personal competencies.