Client Delivery Manager

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique ITS Group Benelux Temps plein

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

  • Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique EPAM Systems Temps plein

    About the role:Do you want to join a team of globally renowned and award-winning Designers and Technologists who are passionate about what they do and how they do it?Currently, we are looking for a Delivery Manager for our Amsterdam/Hoofddorp/Brussels/Antwerp/London/Paris/Copenhagen/Stockholm/Gothenburg office to make the team even stronger.Our Technical...

  • Client Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique ITS Group Benelux Temps plein

    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...

  • Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique CGI Temps plein

    Position Description:Are you passionate about optimizing manufacturing processes? Do you want to be part of a team working for a top global manufacturer?Your Role in Our Team:As a Service Delivery Manager, you will own the successful delivery of diverse service contracts. You will oversee all IT and related services provided by CGI to our clients, managing...

  • Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Base 3 Temps plein

    The Digital communications services tribe is looking for a Delivery Manager responsible for the coordination and follow-up of deliveries for the Tribe.The department is on a journey of scaled agile transformation and requires to review its current delivery interactions with the waterfall projects and with the Infrastructure department working also in...

  • IT Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Avanade Temps plein

    We have an interesting opportunity for a Service Delivery Manager with IT/Infrastructure knowledge to join our Delivery Team.As Service Delivery Manager, you'll lead and manage the delivery of multiple projects in your client portfolio. Your technical and service delivery experience make you a trusted partner for our clients. You are aware of everything that...

  • Service Delivery

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique NVISO Temps plein

    Are you already experienced in the world of security and would you like to further increase your responsibilities and grow your career? At NVISO you have the opportunity and we look forward to getting to know youAs the Manager of the Service Delivery Management team, you will be responsible for overseeing the delivery of Managed Detection and Response...

  • SAP Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Infosys Limited Temps plein

    Role – Senior Project ManagerTechnology – SAP Service Delivery ManagerLocation – BelgiumCompensation – Competitive (including bonus)Job DescriptionToday, the corporate landscape is dynamic, and the world ahead is full of possibilities None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment...

  • Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique NRB Temps plein

    Vous souhaitez booster votre carrière dans un rôle de **Service Delivery Manager** ? Rejoignez **notre équipe Local Managed Staffing **au sein de NRB Le **groupe NRB,** aujourd'hui leader du secteur ICT en Belgique, propose de nombreux services informatiques qui répondent à l'ensemble des besoins en IT, que ce soit en Infrastructure & Cloud, en Software...

  • SAP Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique ITL Belgium Temps plein

    Job Description Today, the corporate landscape is dynamic, and the world ahead is full of possibilities None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.At Infosys, we assure that your...

  • IT Delivery Manager/project

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Salt Temps plein

    IT Delivery Manager/Project (Infrastructure) - Banking Client - BrusselsDuration: 1 year contract + extensionHybrid working - 3 days onsite per month, the rest you can work remote.The DC services tribe is looking for a Delivery Manager responsible for the coordination and follow-up of deliveries for the Tribe.The department is on a journey of scaled agile...

  • Infrastructure Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Talencia Consulting Temps plein

    Talencia recherche pour l'un de ses clients un Infrastructure Service Delivery Manager.Start Date: ASAPDuration: 6 months + extensionLanguage: French and Dutch + EnglishHomeworking: 3 days per weekMissionEn tant qu'Infrastructure Service Delivery Manager, vous êtes responsable de la haute qualité des services délivrés par l'équipe Infrastructure du...

  • Infrastructure Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Talencia Consulting Temps plein

    Talencia recherche pour l'un de sesclients un Infrastructure Service Delivery Manager.Start Date: ASAPDuration: 6 months + extensionLanguage: French and Dutch + EnglishHomeworking: 3 days per weekMissionEn tant qu'Infrastructure Service Delivery Manager, vous êtes responsable de la haute qualité des services délivrés par l'équipe Infrastructure du...

  • Programme Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Sodexo Temps plein

    Bedrijfsdetails:Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services.At Sodexo Benefits and Rewards Services, we've made our mark on the world by helping clients give their employees personalized experiences, every day. Our benefit platforms and payment solutions are already used by 440,000 clients...

  • Service Delivery Manager

    il y a 1 semaine

    Bruxelles, Région de Bruxelles, Belgique Digitaal Vlaanderen Temps plein

    **Inleiding**Bij het agentschap Digitaal Vlaanderen gaan we op zoek naar een **Service Delivery Manager** ter versterking van het team Operations & Service Management in onze afdeling Dataoplossingen binnen het programma MAGDA.Je neemt als **Service Delivery Manager MAGDA** de verantwoordelijkheid op voor de ITIL-practices en voor het dagelijkse beheer van...

  • Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Proximus SpearIT Temps plein

    Proximus is active as a provider of digital services and communication solutions on the Belgian and international markets. We offer our customers a world of digital opportunities so that they can live better and work smarter. We do this by offering products and services tailored to the needs of every customer and by being a partner of citizens, companies and...

  • Service Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Equans Temps plein

    de l'emploi:General overviewEquans have created a single, global, ERP Shared Line of Service (SLS) with 2 operating domains covering strategic ERP vendors and products, SAP, and Microsoft Dynamics, to lead the way in leveraging and adopting new technologies, tools, techniques, or practices to support and promote the use of ERP systems to extract the maximum...

  • Delivery Manager

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique Proximus Group Temps plein

    Travailler chez Proximus, c'est suivre une devise bien claire : Think Possible. Nous partons toujours du principe qu'une chose est possible, même si elle semble impossible. Plus qu'une devise, c'est un état d'esprit qui ouvre tout un monde de solutions numériques. Des solutions pour une vie plus simple. Et un mode de travail plus intelligent.Pour le...

  • Client Relationship Manager

    il y a 4 semaines

    Bruxelles, Région de Bruxelles, Belgique Cognizant Technology Solutions Temps plein

    Cognizant Technology Solutions is hiring a Client Partner Products & Resources in for Belgium and Luxembourg.CognizantCognizant is a Fortune 500 company; Cognizant is headquartered in the US with offices and delivery centers that span the globe. Born global, Cognizant Technology Solutions offers a unique learning and working environment. With exciting, game...

  • Client Relationship Manager

    Il y a 2 mois

    Bruxelles, Région de Bruxelles, Belgique Cognizant Technology Solutions Temps plein

    Cognizant Technology Solutions is hiring a Client Partner Products & Resources in for Belgium and Luxembourg.CognizantCognizant is a Fortune 500 company; Cognizant is headquartered in the US with offices and delivery centers that span the globe. Born global, Cognizant Technology Solutions offers a unique learning and working environment. With exciting, game...

  • Service Delivery Operator

    il y a 2 semaines

    Bruxelles, Région de Bruxelles, Belgique PaHRtners Temps plein

    **Landis+Gyr** est leader mondial dans le domaine des solutions de gestion de l'énergie pour le secteur des services publics. Depuis plus de 125 ans, sa mission principale est de **créer un avenir plus vert grâce à une technologie de pointe en matière de compteurs intelligents, d'intelligence en bordure de réseau et d'infrastructures intelligentes.**...