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./Service Delivery Manager

Luxembourg - Luxembourg

Full time

Service Delivery Manager

Posted 1 Week ago

We are currently looking for a “Service Delivery Manager” (SDM) for Luxembourg to support the business in achieving its objectives.

Job Overview:


We are currently looking for a “Service Delivery Manager” (SDM) for Luxembourg to support the business in achieving its objectives.

  • The SDM will lead an organization consisting of multiple teams delivering network and security services, supporting the customer all along the service management chain: with the service strategy, the service design, the service transition and the service operations.
  • The SDM leads the management team and is ultimately responsible for the delivery of the service according to the agreed Service Level Agreement and ensuring customer satisfaction.
  • He/she manages the relationship with the customer, together with the Client Delivery Manager and the Account Manager. The SDM is the escalation point for the customer representatives for all aspects impacting significantly the delivery of the service.


Tasks and responsibilities:


Service Strategy

  • Maintain excellent working relationships with the client representatives
  • Develop a real and long lasting ‘win-win’ relationship
  • Build customer intimacy in order to be informed, to understand, and finally to participate to the technological strategy of the customer.
  • Have a deep understanding of the customer’s business needs and technology strategy


Service design and transition

  • Supervise the activity of the Service Design and Transition Team.
  • Ensure that the portfolio of projects is managed adequately, and projects are delivered with respect of cost, timing and quality requirements.
  • Ensure that all the changes to the environment are following a consistent process
  • Handle customer escalations in case of delays or issues in project / change execution


Service Operations

  • Ensure that all requests for information, all service requests, all incidents are managed according to ITIL compliant processes and in the respect of the agreed SLA
  • Act as an escalation point for issues reported
  • Ensure that problems are analysed and are subject to proposal of changes agreed with the teams and the customer.
  • The SDM ensures the follow up of the SLA and the overall quality of service through the provision of weekly/monthly reports



Human resources

  • People management
  • Manage the recruitment process, provide job descriptions



Skills:

  • At least 7 years of experience in the domain of networking and/or security services
  • At least 4 years’ experience in operational management of people, process and technology
  • ITIL foundation certification (V3 or latest)
  • Technical background in datacenter networking and security: Cisco networking techniques, Cisco ACI, Security (firewalls, proxies, load balancers, etc.), DevOps
  • Experience in a managed services environment
  • Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level
  • Excellent communication skills in English and French
  • Good organizational and effective leadership skills
  • Experience in coaching and mentoring teams on a daily basis
  • EU citizenship

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