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Econocom PSF - Service Delivery Manager

Econocom designs, finances and oversees companies’ digital transformation. With over 9.000 employees in 19 countries and revenue in excess of € 2.3 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.
Join Econocom & start your digital adventure ! #digitalforallnow

Econocom PSF - Service Delivery Manager

 You will be part of our Team in Luxembourg and you report to the Directors of ECONOCOM PSF S.A.

 

 

Responsibilities

  • Implement a successful service delivery approach throughout your team, resulting in SLA achievement, high level of customer satisfaction and a healthy budget;
  • Strategic approach in order to build together with your team an efficient and mature SD organization (transformation phase);
  • Ensure that SLA contracts are backed up through (internal) operational agreements and improve the client profitability;
  • Management of the Service Delivery Team, and help them to grow in their lead role in the client relationship;
  • Negotiation of contract with clients in collaboration with the Sales;
  • Senior escalation point for commercial issues, customer complaints, escalations in the complaint-to-resolution process in close collaboration with the Service Delivery;
  • You report to Management on performance and customer relationship;
  • You build a personal relationship with key people within the client organization;
  • You report to the customers on service delivered against SLA's (KPI based), and chair the service delivery meetings.

 

Profile

  • University level degree or equivalent through experience
  • At least 5 years of proven service delivery management experience, managing service contracts
  • ITIL concepts (is a plus) 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
  • The experience to take the lead in the service review and steering meetings with the customer
  • A strong sense of priority setting
  • You are result driven, have a service minded and pro-active attitude
  • Experience in infrastructure and end-user computing environments (is a plus)
  • Familiar with projects and project management techniques (Prince2, PMI)

 

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 French and English (any additional language is a plus)
  • Feel at home in complex environments

If you are interested in this function and if you have the skills required, please send your most updated CV via the button below.

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