Service Delivery Manager

仕事内容

Function

You will manage the service deliveryto a major Utility customer, and will be responsible for the cost-effective, timely and quality delivery of Services once the UMAX project goes live. You will motivate your team to achieve optimal productivity, whilst focusing on quality and customer satisfaction.

You will be based in Ghent (Sint-Denijs-Westrem), with regular travel within theNetherlands & United Kingdom.

What is UMAX?

UMAX integrates CRM, billing, invoicing, cash collection, meter data, asset and service management modules in one solution, offering utilities the tools & processes for effective sales, increased customer contribution margins, reduced lead times and streamlined operations. By doing so, it enables them to take operational performance and customer experience to higher levels, while cutting costs to serve.

As our Service Delivery Manager, you…

• develop & maintain a strong professional relationship with your client
• consistently execute & follow up long-term SAAS maintenance contracts
• are responsible for SLA achievement and high level of customer satisfaction
• provide input for permanent tracking of KPI’s (financial, quality, schedule and risks/issues)
• manage ateam of Service Delivery Consultants (functional, technical and testing profiles)
• are accountable for 3rd party management with a focus on quality and delivery standards
• anticipate and/or manage efficiently all significant changesunder your supervision
• suggest & implement continuous improvements on standard processes and tools to drive operational efficiencies

Our ideal candidate…

• is an experienced leader with a proven track record in Service Delivery Management from a VENDOR perspective
• has experience with Service Delivery of complex ERP Solutions, implying multiple partners
• has a “can do” attitude
• has affinity with software development, and a keen interest in both functional and technical aspects of our solutions
• is able to challenge the customers and give them the best possible advice
• has experience with Cloud based applications – SaaSand withManaged ServicesorBusiness Process Outsourcing(BPO)
• (knowledge of/experience within Utilities, Telecommunications or similar sector is a strong advantage)
• has knowledge of Project methodology (Prince2) and is ITIL certified
• has experience with Root Cause Analysis (RCA) methodologies
• is analytical and proactive, with a problem-solving mentality and strong customer focus
• has commercial flair and excellent listening & negotiation skills
• has excellent oral and written communications skills in Dutch and English
• is willing to travel occasionally within the NL & UK

We offer you...

• a warm welcome! Enthusiastic colleagues will help you integrate and quickly feel at ease with us
• the opportunity to be P&L Accountableon a major account
• in-depthinitial training, long term career development and personal growth
• the chance to work for a Microsoft Dynamics Global ISV
• an attractive & competitive salary with fringe benefits, including acompany car
• modern headquarters in St-Denijs-Westrem (Ghent), a stone’s throw away from the highway
• and... a lot of ‘fun’moments!