Service Delivery Manager

Contenuto del lavoro

AVIOBOOK ✈️

OUR MISSION

... with our continuously growing and awesome team, we are uniquely positioned to bring together the latest robust technologies to design world-class secure, easy to use software and hardware solutions for all types of aircraft. With extensive experience in software and hardware, our innovative solutions maximize the efficiency of aircraft and their crew.

WHAT WE’RE LOOKING FOR

... the enthusiastic & dedicated team player that is up for a new challenge in a great team and an exciting industry who can help us improve the performance of our Customer Service team even further. As the Service Delivery Manager, you will be working closely with our customers, maintain good customer relationships following up their needs and try to reach the highest customer satisfaction. You will report and follow up on the customers’ tickets, bugs, performance, happiness, and more to keep the necessary stakeholders informed and up to speed on everything that’s going on. Put everything in our customer dashboard to track the overall high level overview. You will be the escalation point for the customer during incidents, follow up on their general happiness, address client concerns, inform about upcoming changes, new releases, problems we might have, finished projects that are waiting on implementation and general events. You will also monitor the quality of services delivered, and suggest improvements when needed.

In addition you interact with other teams in the company to help grow the business and keep the customers happy!

YOU

... are passionate about delivering high quality services

... are detailed & flexible

... are familiar with rules, regulations, best practices and performance standards

... are analytical with a problem solving mindset

... are an empathic person that likes keeping people informed and content

... are organized, can keep track of a lot of things at once and use a structured approach

… are not afraid to handle and deliver both positive and negative customer communications

… preferably are ITIL certified

... have exceptional customer facing skills

… have excellent communication skills

… love creating and maintaining strong relationships with customers

… are willing to have regular customer meetings to ensure their happiness

... have a positive mindset and you are result driven

... are willing to travel to customers a few times a year

... are an active contributor in a fun, motivated & growing team!

... are excellent in Dutch & English, speaking & writing

... have a Bachelor in Informatics/Project Management or equivalent through experience

… are passionate about aviation and have relevant experience

YOUR RESPONSIBILITIES

- Business analysis & upselling

- Services cost review

- Bug & ticket overview

- Smaller change requests overview

- Analyze and process satisfaction & benchmark surveys

- Problem management follow up

- SLA reporting

- Performance reviews

- Product training

- Follow up on 247 incidents

- App, back-end and portal release communication

...

WE OFFER YOU

... an in-house job with a contract for an indefinite period (no consultancy)

... a great place to work with an enthusiastic team & strong team spirit including an office dog!

... a challenging and dynamic environment within a growing structure

... a varied job that offers personal development opportunities and continuous training in the field

... the responsibility to work in an experienced, motivated and agile team

... a variety of supercalifragilisticexpialidocious team buildings for team engagement and connectivity that take place regularly

... a competitive salary package

... net allowance

... hardware budget

... phone subscription

... meal checks

... group insurance

... health insurance

... a laptop

... a company car and fuel card/charging card

and

... you’ll be part of changing the way aviation works!

LOCATION

Herkenrodesingel 8D bus 3.01, Hasselt, Limburg, Belgium

INTERESTED?

You are kindly invited to take a look at www.aviobook.aero

Show us that you are motivated to join our team and send us your resumé.

Hope to see you soon!

The A-team