Service Delivery Manager
il y a 2 semaines
Job Req ID:18502
Posting Date:21 Jun 2023
Function:Business Services & Operations
Location:Telecomlaan 9, Diegem, Belgium
Salary:Competitive
Location: Mons, Belgium
_Role and Responsibilities of Service Delivery Manager _
- The Service Delivery Manager is an essential and very important part of BT's managed services business. It combines Service and Project management; working full time at customer premise in Mons (Belgium).
- The SDM is responsible for service development/service improvement activities. Improvements of the overall customer experience and owns the overall service relationship on behalf of BT at mid to senior level within business area.
- Involved in developing, maintaining and improving a professional customer relationship, with regular (face to face) contacts at a high level. A good knowledge of the customer business, systems, IT and understands the competition environment.
- The SDM has the lead role and responsibility for planning and managing all aspects of the delivery. Manages multiple projects at the same time and will give input into the Account team. Supervises the work of the multidisciplinary operational team and manages the suppliers to ensure deliverables. Responsible for the delivery of projects within contractual defined time and financial targets.
- Has appropriate communication skills with a sound ability to negotiate internally and externally in significant client and stakeholder relationships. Interfaces with multiple 3rd party suppliers, which involves the selection of suppliers, agreement, planning, timelines and quality of deliverables.
Key Responsibilities:
- Service Mgr:
- Preparing and presenting SLA reports, calculation SLA's based on contractual agreement.
- Daily and weekly meetings with customer counterparts.
- Managing the daytoday support for this solution e.g. Incidents, changes etc.
- Vendor management: Responsible for the support renewals with 3rd parties.
- Project Mgr:
- Negotiating with customer about new (billable) changes/projects.
- Creating Move/Add/Changes (scope definition & pricing).
- Coordination & follow up of implementations and trigger billing.
- Lead in the internal CAB meeting and participating in CAB meetings.
- Team lead on site for the Operational team.
Skill set
- At least 5 years' experience in Service management ( ITIL certification)
- Project management experience
- Experience in managing a small technical team
- Good English communication skills written and verbally
- Assertive
- Taking initiative 'YES, I can attitude'
- An organized and structured way of working priority setting
- Analytic thinking
- Security isn't always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyberattacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.
- You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.
- Security is one of the fastest growing parts of our global organisation. We are protecting our networks from more than 6,500 cyber attacks each day, investing over £40m in research each year and in employing nearly 3,000 people, we're also the largest private cyber employer in the UK. With incredible opportunities to learn, develop and grow your skills, we'll invest in you, nurture your potential and shape your future whatever your background or experience.
- In today's world, safe and secure digital connections have never been more vital.
BT employs 90,000 people in 180 countries.
With huge scale, we're capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed.
Play your part. Make a difference. We are the Protectors-
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