Service Delivery Manager
il y a 2 semaines
You will be able to make a difference for our customers by providing them with excellent service delivery. Your main responsibilities will include the software release lifecycle and the follow-up of services provided by the ICT organization (user support, incident & problem management, service requests, )
Next to our ICT service desk (first line), our organization is currently structured in 2 tiers. You will lead the Second Line organization, which is handling all incoming service tickets for the department. Our development teams are specialized in the different business domains and act as third line support.
Your role in leading the Second Line organization includes:
- Onboarding and training of new second line members, ensuring all members know and follow the service delivery processes
- Organizing and facilitating weekly hand-over sessions
- Organizing and facilitating second line retrospectives. Follow-up on and/or implement improvement actions.
- Based on your day-to-day experiences, making proposals to improve the service delivery process and organization
- Day-to-day monitoring of the service delivery. Assuring tickets are correctly being handled according to their SLA’s and that proper communication towards our stakeholders is done in all steps of the process.
- Act as coordinator between the different involved stakeholders and IT teams in case of sensitive or major incidents.
- In collaboration with the development teams and product owners, analysing service trends to identify improvement opportunities in our software products.
- Scheduling the quarterly support calendar (weekly rotations).
- Developing a broad understanding of our software products as to better understand our customers and to make improvement proposals.
- On a regular basis, providing senior management with a summary of key indicators on service delivery.
As release manager, you will be responsible for the software release process. This includes:
- Scheduling and aligning on quarterly release dates with all stakeholders.
- Ensuring that new members understand and follow the software release processes.
- Act as SPOC (single point of contact) for the teams during the quarterly planned releases, assuring proper coordination and communication between all parties involved in the release.
- Proposing and following up on improvements to the software release lifecycle (organisation, processes or technical).
- You have at least 3 years of experience as service delivery manager and/or release manager.
- You enjoy working in a challenging and ever-changing environment where teamwork is key to success.
- You feel right at home in an agile environment.
- You are familiar with software development lifecycle and projects
- You like to work in a transparent culture where giving and receiving feedback is much appreciated.
- You are able to keep a helicopter view, but also know when to zoom in and take ownership of key topics.
- You don’t accept the status quo and are always looking for improvement opportunities.
- You have outstanding communication skills, allowing you to easily make the bridge between our customers and our development teams.
- You are fluent in Dutch, French and English, both spoken and written.
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