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ITS Group Benelux
Il y a 4 mois
The Client Delivery Manager (CDM) is responsible for the portfolio of services subscribed by the client (internal or external) to the DataCenter family, and as such represents the DataCenter family for all the services defined in the service agreements. The CDM is responsible for the Build and Run phases of services. He is responsible for quality compliance (deadlines, SLAs, etc.) through periodic reporting to the customer on DataCenter operational activities, as well as on budgets billable to the customer. An active watchdog, he or she is pro-active in identifying opportunities to develop and add value to the DataCenter perimeter. As the voice of the customer, and in daily contact with him, he analyzes any dissatisfaction and draws up action plans to remedy the situation.
The CDM reports directly to the Service Line Manager. He/she has functional authority over service pilots and operational teams (Operations Managers, MEP Operations Managers, Application Managers, Functional Analysts, Application Technicians and Managers, etc.).
Purpose
Interactions:
Internally, the Service Manager interacts with : - Process Owners/Managers - Service Line Managers - Project Managers/Architects - Business Engineers or Key Account Managers - Other Service Managers - IS Experts
Externally, the Service Manager interacts with : - Customers (CIO/CTO or middle management) to guarantee the day-to-day operability and budget of the services making up the subscribed portfolio - Service providers to manage the services contributing to the production of the service(s)
Guarantee the quality of services subscribed by customers - Have a good knowledge of customer commitments - Define and guarantee that the service agreement is kept up to date, checking that services comply with the defined SLA / OLA - Present the analysis of activity reporting and the financial elements of the services provided - Lead the operational relationship with the customer by preparing the various monitoring committees to report by service on the management of incidents, problems, MEPs, changes, etc., in coordination with the teams in charge of Customer Relations - Analyze the indicators measured and produced by the performance and service lines - Interact with the customer in the day-to-day operation of his service - Have a vision and an understanding of the customer's needs. in coordination with the teams in charge of Customer Relations - Analyze the indicators measured and produced by Performance and the service lines - Interact with the customer in the day-to-day operation of his service - Have a global vision and analysis of the activities of his customer perimeter - Produce the performance indicators specific to his service in addition to the governing KPIs supplied by the Performance entity - Analyze discrepancies (quality and financial) in relation to the commitments entered into, draw up operational action plans and ensure they are carried out. Consolidate and communicate service quality reports to the customer - Provide DataCenter Service Line Managers with consolidated service quality feedback and support them in monitoring service quality.
Validate the transfer of a solution from BUILD mode (project) to RUN mode - Collaborate throughout the project on the construction of services - Elaborate or collaborate on the deliverables required for the definition of services (agreement, service description, etc.) - Ensure that the cdmb contains all the operational/service elements required for piloting the service in run mode.
- Improve customer satisfaction levels - Improve overall operational monitoring indicators - Manage and secure DataCenter Sales - Delay proposed solutions to customer problems (action plans)
Level Differentiation criteria:
Portfolio management for a BU or a group of major external customers Advice on optimizing infrastructure relations with business units, and in particular, within the IT Department, promotion of the DataCenter offering
Complex customer requests: offer adapted to needs As the BU's privileged contact on certain subjects, support for argumentation through a capacity for conviction Significant volume of Sales / services purchased by the Customer, requiring a strong ability to listen to the customer Ensures activities as owner of the customer relations process Significant technical mastery with significant experience, with the aim of improving and instructing action plans.
Main activities
Performance indicators:
Portfolio management for one or more non-major external or major internal customers Promoters to constantly seek to optimize service quality First level of adaptation of the offer to the need Perception of the expectations of business contacts: capture and escalate needs Target volume of Sales / services purchased by the Customer Significant experience to achieve significant technical mastery with a view to improvement and instructing action plans.
Business knowledge required
Manage the portfolio of a subset of external or internal customers Provide reliable advice to improve customer satisfaction Simple customer requests: standardized offer Perceive the expectations of business contacts: capture and escalate needs First level of Sales / service volume purchased by the Customer
Skills:
Cross-disciplinary skills
Knowledge of service offering
Accountability
Knowledge of financial management
Knowledge of processes
Sense of service
Knowledge of reporting techniques
Behavioral skills
Adaptability to change
Relational skills
Assertiveness
Commitment
Team spirit
Pragmatism
Initiative-taking
Stress resistance
Results-oriented
Technical skills Good general knowledge of the DataCenter Infrastructure environment and all its technological components (HDW/OS/DB/MDW/SAP,)
Mastery of ITIL processes
Managerial skills Cooperate and seek synergies
Listen to the environment and focus priorities on customers
Fluent in English and French
