Proximus Luxembourg
Senior Service Delivery Manager
Proximus LuxembourgLuxembourg3 days ago
Full-timeProject Management, Information Technology
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).

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

Key Skills

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