Service Delivery Manager

Contenuto del lavoro

Locaties: Meerdere locaties mogelijk

Lange termijn project

Talen: Nederlands & Engels

Experience And Skills

• At least 8 years of experience in IT
• At least 5 years of experience in Service Delivery Management and with ITIL processes
• Preferably ITIL v3 Foundation certification
• A ITIL v3 Expert certificate is definitely an asset
• Knowledge in the following domains is an advantage:
• Managed Services
• Service Desk
• Desktop Management
• Datacenter Operations (Server Mgt, Storage Mgt, Network Mgt, Application Mgt)
• Cloud Operations
• Transition Management
• Contract Governance
• Financial Management
  
  

RESPONSIBLE FOR: Management of customer service opportunities

• Responsible to achieve all that is agreed in the contractual scope
• This role is a co-worker
• Responsible for ensuring the profitability of the contract and the customer satisfaction
• Adapting the contract to the customer’s business
• Responsible for the delivery according to the agreed performance and compliance level
• Responsible for the delivery of all agreed products and services
• Focus on profitability, upselling, expectation and risk management, quality of services, productivity, planning & costs
• Driver of Continual Service Improvement and Innovation
• Tasks span both tactical and operational level (see further)
• Domains of responsibility (see further for details):
• Client satisfaction & Relation
• Opportunity Management
• Contract Obligations & Expectations
• Finances & Risks
• Management Reporting
• Information Management
• Delivery of Services
• Delivery & Resources
• Management of Changes.
  
  

Tasks

The role spans both the tactical and the operational level

• Tactical level
• To implement adequate governance with the customer for the contract
• To achieve planned profitability within the contract scope
• To ensure the contract specific growth of the account
• To provide business vision for both the customer and the team
• To ensure necessary client satisfaction and to prevent and resolve any gaps
• To represent the customer, in case of escalations, and major incidents, and own the communication channel towards the customer
• To align contract and customer business needs
• To achieve SLA and client satisfaction
• To support budget and forecast processes
• To drive innovation towards customer, e.g. facilitate innovation development plan with
  
  

customer

• Operational level
• To be accountable that aligned processes and responsibilities are applied to safeguard continuous decreasing of costs of “non-quality”
• To lead DMS delivery ensuring that contractual requirements are continuously
  
  

met and delivered to the customer e2e.

• Deliver and explain the operational reporting to the customer
• To collaborate with the delivery partners to ensure that standard processes are
  
  

efficiently implemented

• Approval of Emergency Changes and attending the CABs
• Capture customer business demands and requirements, and lead the Capacity and
  
  

Availability Planning process including all relevant delivery partners

• Whenever identified, raise problem records and chase until resolution
  
  

Domains of responsibility

• Delivery of Services
• Monitor and direct delivery of services to meet all Service Level Agreements,
  
  

contractual objectives & cost target objectives.

• Ensure that services managed are reported against the agreed quality and operability
  
  

levels.

• Ensure the necessary processes and procedures are in place to guarantee availability
  
  

of systems and services in case of disaster or major outage.

• Drive the Continual Service Improvement programs.
• Report progress/status of delivery.
• Delivery & Resources
• Ensure that delivery partners deliver services and products on agreed time, quality and service level.
• Management of Changes
• Ensure that changes are managed in a professional way according to the change
  
  

management procedures.

• Coordinate/ensure quality of handover to delivery partners.
• Invoke and monitor quality of delivery process