Service Delivery Manager

at  Econocom

Econocom designs, finances and oversees companies’ digital transformation.
With over 9.500 employees in 16 countries and revenue in excess of € 2,7 billion, Econocom has all the requisite abilities to ensure the successful implementation of large-scale digital projects : consulting, sourcing and technology management & financing of digital assets, infrastructure, application and business solution services, and project financing.
The Econocom Group share is part of the BelMid index.
You will be part of our Team in Luxembourg and you report to the Service Delivery Team Leader and the Directors of Econocom PSF S.A.
Responsibilities
Implementation of a successful service delivery approach throughout the team, resulting in SLA achievement, high level of customer satisfaction and a healthy budget.
Ensuring backup of SLA contracts through (internal) operational agreements and improving the client profitability.
Negotiation of contracts with clients in collaboration with the Sales organization and Econocom PSF Direction.
Senior escalation contact point for commercial issues, customer complaints, escalations in the complaint-to-resolution process in close collaboration with the Service Delivery team.
Identifying service delivery needs, priorities and opportunities, and improving customers satisfaction.
Proactively identifying, mitigating, and tracking recurring customers’ services issues.
Reporting to Management on performance and customers relationship.
Building a strong relationship with key people within our clients’ organization.
Reporting to customers on services delivered against SLA’s (KPI based) and performance, and chairing the service delivery meetings.
Managing all projects or service delivery activities in collaboration with technical teams, project and stakeholders.
Profile
University level degree or equivalent through experience.
At least 3 years of proven service delivery management experience, managing services contracts, or complex project management.
Experience in coordinating several projects in complex and large environments, preferably on Public and Private Cloud environments.
ITIL concepts are part of your daily work, you manage to apply them into practice and convince others of the added value.
Independent diplomatic personality.
Communication skills with business.
Experience to take the lead in the service review and steering meetings with the customer.
A strong sense of priority setting, highly organized and detail-oriented.
You are result driven, have a service mined and pro-active attitude.
Experience in infrastructure and end-user computing environments (is a plus).
You typically
Keep a good balance between directive democracy and a coaching, motivating management style, applying a good understanding of team dynamics.
Are familiar with multi-cultural and international work environments.
Are Fluent in English and French (any additional language is a plus).
Feel at home in complex environments.
We offer
A competitive & challenging function in an innovative services company with room for initiatives.
An attractive salary package, company car, group insurance and extended hospitalization plan.
At Econocom you will operate in a professional environment where entrepreneurship is encouraged

Please refer the Job description for details