Service Delivery Manager Infrastructure, Cloud
il y a 2 semaines
You are responsible for managing customer and supplier relationships from A to Z, acting as the Single Point of Contact (SPOC).
You oversee and enhance the Infrastructure, Cloud environment, and Network, ensuring compliance with established SLAs and OLAs while also managing the financial budget.
Your key responsibilities include:
Negotiating and monitoring SLAs/OLAs to guarantee service continuityCoordinating internal actions and tracking progress such as budget adjustments, process adaptations, and communicationCollaborating with stakeholders like BRM, Architects, Team leads to prepare for discussions with customers/suppliers and organize Service Review MeetingsKeeping internal stakeholders informed about domains like Problem Management, Change Management, Incident Management, Release Management, and Service (Level) ManagementDistributing reports as per agreed Governance, progress reports, SLA reports, planned interventions, and ad hoc reportsDriving continuous improvement by gathering enhancement suggestions from customers/suppliers and communicating them internallyManaging and monitoring service knowledge, staying updated on best practices, trends in service management, and technological advancementsRequirements:
Master's degree or equivalent experienceMinimum of 10 years of relevant experience in IT Infrastructure, Cloud, Data Center, and NetworkFamiliarity with Service Reviews and SLA reporting formatting and interpretationThorough knowledge of ITIL/IT4IT Service Management/processes internally and externallyProficiency in Dutch, French, and EnglishExcellent MS Excel skills for studies and analysisStrong communication skills, conflict resolution, relationship building, organizational sensitivity, and progress monitoringDemonstrating responsibility, openness, commitment, customer focusOur Offer:
Embrace the digital transformation at SNCB within our inclusive corporate environment. You will play a pivotal role with a significant social impact and ample opportunities to innovate. Enjoy a balanced work-life, competitive salary, and benefits including:
Remote work and flexible hours35 days of leaveCompany car and public transport season ticketTarget bonusComprehensive insurance package covering hospitalization, dental care, outpatient costs, group insurance, accidents at workMeal vouchers and eco-vouchersNet allowances for remote work, carwash, and internet budget-
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