Service Delivery Manager

Job Title: Program Manager – Service Delivery Manager

Job Summary: Lead the transformation of a Manufacturing and Labs IT support service from a passive, reactive model to a proactive, SLA and KPI-driven Managed Service. This role offers the exciting opportunity to drive strategic change and enhance service delivery efficiency.

Key Responsibilities:

• Define Strategy: Develop and implement a strategy to convert T&M operation support into a Managed Service based on SLAs and KPIs.
• Program Management: Define, execute, monitor, and control the program plan.
• Team Management: Plan and integrate both onshore and offshore MS support teams into operations.
• Communication & Reporting: Establish a communication plan and reporting model.
• Process Management: Oversee MS processes and lead the MS team.
• Stakeholder Management: Manage customer stakeholder relationships and handle escalations.
• Reporting: Provide regular updates to CTS leadership.

Job Requirements:

Essential Skills:

• Extensive experience in Project/Program Management within LS Manufacturing.
• Strong background as a Delivery Manager in Managed Services for LS Manufacturing.
• Proficiency with ITIL, especially in Automation-OT.
• Experience with Automation-OT-IT systems (DCS, PLCs, Historian, MES, OT-Network Services, Labs, etc.) in LS Manufacturing.
• Good knowledge of GxP, GAMP5, CSV, and CQV.
• Excellent leadership and team management skills.
• Strong customer stakeholder management abilities.
• Effective problem-solving skills for team issues, process challenges, and customer escalations.
• Fluency in French.
• Proximity to Braine, Belgium.
• Excellent command of English.

Nice to Have Skills:

• Knowledge of continuous improvement tools and processes.
• Familiarity with (gen)AI implementation for Managed Services optimization.
• Deep technical understanding of Automation-OT-IT systems.

Qualifications:

• BSc/MSc in Electrical/Electronic Engineering or Computer Science Engineering.
• Training in GxP, GAMP, CSV/CQV.
• Project Management training.