Senior Service Delivery Manager

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique K&K social resources and development GmbH Temps plein

K&K Social Resources & Development GmbH is an international recruiting agency that has been providing technical resources in the European region since 1993. This position is with one of our clients in the Belgium who is actively hiring candidates to expand their teams.

Role : Service Delivery Manager

Location : Zaventem, Brussels, Belgium

Full Time Permanent Role

Hybrid : 2-3 times in a month Onsite

Domain : Telecom Industry

Language : Flemish - Must have

Service Delivery Manager – Telecom

The Service Delivery Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process

Major Responsibilities

Functional Performance:

  • Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans
  • Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Relationship Management

  • Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
  • Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.

Operational / Performance Management

  • Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
  • Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
  • In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
  • Identify ongoing benefits, opportunities, and innovation for continual service improvement

ADHOC

  • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
  • Participate in business meetings and general inputs in day-to-day improvements.

Education Requirements:

Bachelor's or equivalent degree

Professional Certifications:

  • ITIL Foundation v4
  • CISCO CSM

Candidate Background: Skills, Knowledge, and Abilities:

  • Languages – Fluent Level of English
  • 2-3 years of related service management in Telecoms / Telecommunications industry
  • Strong organizational, presentation, and problem-solving skills
  • Business and Financial acumen
  • Ability to communicate with multiple levels of leadership

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