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Senior Service Delivery Manager

Senior Service Delivery Manager

Proximus LuxembourgMerzig, DE
Vor 16 Tagen
Stellenbeschreibung

Telindus Luxembourg – Share more than technologies!

Telindus is a brand of Proximus Luxembourg.

Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.

Always in search of innovation, Telindus works daily to boost the growth of its customers.– www.telindus.lu

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).

The Senior Service Delivery Manager is responsible for ensuring that our service delivery teams deliver an exceptional customer experience.

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.