Senior Service Delivery Manager

About Proximus Luxembourg

Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Proximus NXT and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

Your mission :

The Senior Service Delivery Manager is responsible for supervising and coordinating activities in the execution of a services contract (or multiple contracts depending on the volume and complexity of the services provided).

Main responsibilities:

• Own and oversee client commitments
• Create and maintain the functional team
• Create and maintain the client relationship
• Control contract operational financial performance

Areas of Responsibility and Activities:

Own and oversee client commitments

• Understand the technical architecture/technologies and interactions between architecture/technology components
• Take accountability for service delivery performance, including
  • Incident Management & Requests Management
    • Effective handling of tickets within defined service levels
    • Formalise critical incidents reports
    • Manage service requests catalog
  • Problem management & Change Management
    • Compliant usage of Problem/Change Management
  • Configuration Management
    • Data quality of the Configuration Management database
    • Compliance of Operations to security standards
• Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
• Provide accurate and regular reports on performance of the service delivery

Create and maintain the functional team

• Lead the operational governance
• Orchestrate the service delivery teams, manage conflicts, and ensure the team's processes and tasks are carried out efficiently
• Build strong relationship with teams and stakeholders to enable effective dialogue exchange between departments

Create and maintain the client relationship

• Identify operational stakeholders at client
• Establish a long term and sustainable relationship with the client
• Ensure that client satisfaction is measured against compliant indicators and that improvement plans are implemented
• Identify new business opportunities and transfer those to commercial team

Control contract operational financial performance

• Manage the contract and the client by complying with the defined budget, while ensuring alignment with contractual commitments
• Track and validate team time registration on contract
• Report and validate resource unit consumption

Your profile :

• Education / training (or equivalent level): Bac +5 / Master in Information Technology or proven experience in technical position for at least 8 years
• Experience(s) required: Experience of at least 5 years in IT Service Management and Service Delivery
• Fluency in French and English is required.
• German and Luxembourgish are a plus

Technical Knowledge/Skills

• General technical knowledge – IT infrastructure and Cloud
• ITIL certification
• Knowledge of Project Management methods
• Ability to read, analyses and interpret contracts
• Good computer skills and the ability to use business support software
  (MS Excel-Word-PowerPoint, Visio, …)

Soft Skills

• Customer oriented
• Analytical skills (structure and formalization of reports and processes)
• Teamwork skills and attention to detail
• Solutions orientated and commercial mind-set
• Ability to manage and prioritise tasks efficiently
• Autonomy of judgment, actions and initiatives
• Ability to demonstrate initiative and a proactive approach to daily tasks
• Continuous improvement mind-set and constant seek for automation

Our offer :

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.