Service Delivery Manager
il y a 3 semaines
We are looking for a Service Delivery Manager with Dutch and English.
In this you, will:
- Frequently contribute to the development of new ideas and methods.
- Work on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
- Lead and/or provide expertise to functional project teams and may participate in cross-functional initiatives.
- Act as an expert providing direction and guidance to process improvements and establishing policies.
- Frequently represent the organization to external customers/clients.
- Exercise significant independent judgment within broadly defined policies and practice to determine best method for accomplishing work and achieving objectives.
- May provide mentoring and guidance to lower level employees.
**_ Other responsibilities: _**
- Develops and nurtures senior management relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
- Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Negotiates with and manages 3rd party vendors contributing to contractual requirements.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation & publication to drive organizational maturity.
**_ Education and Experience Required: _**
- First Level University Degree or equivalent combination of education and experience.
- 3 - 8 years relevant business experience.
- Multi cultural and x-country experience desired ITIL/ITSM experience.
**_ Knowledge and Skills: _**
- Ability to build & manage strong customer relationship at the senior level.
- Strong influence & negotiation skill.
- Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
- Ability to understand & analyze an issue or problem to develop & implement a corrective action plan Applies appropriate technical knowledge and methods to resolve complex business issues Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.
- Ability to proactively & effectively manage risk on medium to high risk projects.
- Coaches & mentors specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
- Ability to develop & present high impact message to senior level management.
- Excellent communication skills: verbal, written & presentation.
- Industry sector knowledge (finance, manufacturing, etc.).
- Crisis & conflict management.
- Fluency in Dutch/Flemish and English.
The assignment is based on a fixed-term, three-year contract.
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