Service Delivery Manager

ppWe are Nomios Our purpose is to make sure that every company in Europe is and stays “secure connected”. With our expertise in cybersecurity and network infrastructure, we build secure digital infrastructures. Already for more than 20 years, with 1200+ Nomios experts in 10 European countries. And we’re still expanding Because we don’t intend to slow down, we’re searching for exceptional talents to join our team and make Nomios even smarter and better. Are you our new: /p h3Service delivery manager /h3 h3bWhat would your job entail? /b /h3 pAt Nomios, we deliver complex cybersecurity and networking solutions that help organizations protect and transform their digital infrastructure. Our offering combines leading technologies with consulting, professional services and managed services, enabling us to deliver solutions and services that have a significant and lasting impact on our customers’ security environments. /p pIn this context, the SDM is our specialist in managing Managed Services and Support contracts and thus further contribute to increasing customer satisfaction and the expertise of Nomios as organization. You fulfil the role of tactical contact person (SPOC) during the operational contract phase and ensure an efficient relationship between the customer and all service providers. /p pbResponsibilities of a Service Delivery Manager at Nomios include: /b /p ul liBased on the analysis of the SLAs and the monthly reports, assure the customer of the contractually agreed services /li liOn a regular basis (monthly or quarterly) organize Service Review Meetings with the customer and answer all customer questions in a timely manner in accordance with the contract terms /li liTake the initiative to initiate corrective action plans, if necessary, and continuously improve our services /li liDefine, monitor and optimize the profitability of your customer contracts /li liOrganize internal Account Team Meetings with key stakeholders /li liInitiate escalation procedures yourself and effectively execute them with manufacturers, suppliers and third parties /li liProcess and follow up change and service requests to successful implementation for our managed services customers /li liDocument and share acquired knowledge with colleagues /li liRegular customer visits for meetings and consultations, but hybrid working is possible /li /ul br/ h3bWhat are we looking for in our Service Delivery Manager? /b /h3 ul liPreferably at least a bachelor's degree in Telecom, IT and/or Security /li liAt least 3 years of experience in a similar service management position /li liExperience with management of IT projects, drawing up and monitoring action and/or improvement plans /li liYou have basic knowledge of network and security technologies /li liYou have good knowledge of contract management, SLAs, SIPs and finance /li liYou have experience with ITIL and preferably an ITIL certificate /li liIdeally, you have basic product knowledge of our vendors (such as Juniper, Fortinet, Palo Alto, …). /li liWe are looking for a very customer-oriented person: you understand our customers perfectly, what they ask from Nomios and what they need /li liYou are stress-resistant in all situations (especially during escalations) and solution-oriented. With an eye for detail and your strong communication skills, you proactively tackle any problem /li liYou have experience with structured and project-based follow-up of business-critical changes /li liYou are fluent in spoken and written French, Dutch, and English, since you will be working with customers in Wallonia, Flanders and Brussels /li liYou already live in Belgium, which makes it easy to come to our office in Zaventem /li /ul h3bInteresting? What’s in it for you? /b /h3 pIn addition to a competitive salary and bonus plan based on individual targets, you can expect the following: /p ul liCompany car, charging card in Belgium, phone, laptop, insurances, FIP plan, … /li liWe are a #GreatPlaceToWork, meaning our own team thinks we’re doing a pretty good job of keeping things supportive and fair /li liPlenty of flexibility to work from home, by mutual agreement /li liWe offer a vibrant work environment with a small and close team where diversity is a strength, and everyone makes a difference
- without the barriers of strict hierarchy /li liLots of fun team buildings and activities such as After Work drinks /li /ul /p