WHAT THE JOB IS ABOUT:

Are you a natural problem-solver with a talent for ensuring smooth operations and delivering exceptional service? Do you believe that effective service delivery is the key to driving success and customer satisfaction? If you’re passionate about optimizing processes and building strong client relationships, you might be the Service Delivery Manager we’re looking for! At Sofico, you will have the opportunity to lead projects that matter and ensure our clients receive the best possible experience.
As a Service Delivery Manager, you are responsible for overseeing the delivery of our services to clients, ensuring quality, efficiency, and alignment with their needs. As a key member of our Service Delivery team, you’ll work closely with project managers, technical teams, and clients to ensure seamless operations and successful outcomes. Your goal is to foster trust, deliver value, and create lasting partnerships that drive mutual success.

Set-up Post Go Live Support & operational cooperation

• Sets up a smooth service support and operational cooperation model with the customer from the moment of Go-Live.
• Follows up the set-up of cooperation tools with the customer (SD, SP, …)
• Sets up and monitors relevant KPI’s/metrics (SLA, WIP,…) that are contractually agreed and operationally relevant
• Organize, conduct and facilitate regular (eg monthly) operational meetings with the customer to discuss daily cooperation, quality of delivery, SLA compliance, etc

Coordination and monitoring

• Coordinates in case of critical issues or bigger initiatives/change requests raised by the customer.
• In case the size of the issue/change/initiatives requires a formal project approach, the SDM will hand it over to an appointed Project Manager
• Supports the team in taking the necessary steps and in communication towards the customer.
• Follows up the efficiency, effectiveness and quality of the work performed and delivered to the customer.
• Makes sure any reliability, throughput, predictability, capacity… issues are presented to the team and coach/scum master and that the team is acting upon those.

Reporting and invoicing

• Generate SLA and other contractually agreed customer reporting, both for use of the team and for the customer
• Based on input from the team, reviews the time entries, prepares and generates the (monthly) outgoing invoices for professional services delivered
• Monitoring the contract count on customer level + provide info to account manager
• Supporting the Account Manager for obtaining PO’s in case of very intensive PO process for professional services on customer side