Service Delivery Manager

Eviden is an Atos Group business with an annual revenue of circa € 5 billion and a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 55,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come.

We are looking for a Service Delivery Manager (SDM) responsible for coordinating the delivery of IT services into key enterprise customers. 

The SDM plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Main responsibilities

• Accountable to ensure high quality, profitable delivery in the RBU scope across Business Lines & Practices. Drive high quality, profitable services that delight our customers, and, from that platform, grow the business by Fertilization.
• Management of Service Delivery responsibilities using support from teams based in Brussels and near-/offshore
• Delivery Leader at the Account; the delivery face to the client, enabling the CEP to focus more on selling
• Collaborating with senior management on client account management and growth
• Accountable for E2E Delivery, Drive end-to-end project execution by orchestrating delivery between Industry and horizontal Operations teams, in line with Eviden delivery standards, defined budget and planning
• Manage communication around issues and opportunities – get things done, make things happen
• Secure smooth running of implemented solutions (high quality and cost-effective delivery) by ensuring troubleshooting/maintenance (predictive, preventive and corrective maintenance)
• Improve productivity (cost optimization) of overall managed resources and/or platforms through innovation
• Manage timely delivery of large and complex transformation projects by leveraging dedicated Industry specific engineering & delivery capabilities
• Fertilization along with CEP / Sales in each of the accounts; Understand and leverage Eviden Portfolio to deliver value to our customers
• Manage monthly financial actuals and forecast for none time & means project (WebCip)
• Reports into the HoCD (Head of Customer Delivery)

Desired knowledge and skills:

• Long standing technical experience
• 5 years relevant work experience, within Managed Applications Services and Application outsourcing industry with a focus
• Has strong IT technical background and able to understand complex technical solutions
• Knowledge of the following:
  • Public Cloud infrastructure and operation
  • Service management solution
  • ITIL
• Ability to deliver technical presentations competently
• Must be commercially aware, able to identify & communicate commercial opportunities
• Highly motivated self-starter and a good team player
• Excellent documentation skills and attention to detail.
• Excellent written communication skills in English
• Excellent verbal communication skills in Dutch, French and English
• Good relationship builder with strong diplomacy skills.
  • Client management
  • Vendor management
• Must aspire to a culture of service excellence, SLA driven and result orientated. 
• Must be able to work proactively and under pressure.
• Problem-solving skills - since they often face problems in their work, IT service delivery managers need strong problem-solving skills to troubleshoot effectively

Behavioral skills:

• Demonstrate analytical thinking
• Planning and organization: Ability to plan and schedule allocated work
• Demonstrate personal integrity, strong work ethic and confidentiality
• Communication: Ability to communicate effectively with people at all levels

Education-Certifications:

• Bachelor’s Degree in Communications Engineering, Computer Science, Information System or related discipline
• ITIL foundation certified, CITP or other professional body qualification

What we offer you:

• Competitive salary with attractive extra-legal benefits (company car, fuel card, mobile data plan, meal vouchers, expense allowances); 
• 20 days annual leave and additional 6 to 12 recuperation days;   
• Hospitalization, personal accident, and life insurance; 
• An attractive stakeholder pension scheme; 
• Income Protection; 
• Flex benefits system – exciting opportunity to choose your own benefits; 
• Retail discounts; 
• Enrolment in our Share scheme - subject to scheme eligibility criteria (optional); 
• Unlimited opportunities to learn in our Training platforms; 
• Eco vouchers and meal vouchers; 
• Sinterklaas (Saint Nicholas) voucher for employees with children.  

There’s no such thing as a perfect candidate, so don’t hold you back. You don’t need 100% of the preferred qualifications to add incredible value to our team. Our customers come from all different backgrounds, and so do our employees. If you’re passionate about what you could accomplish here, we’d love to hear from you.

Shortlisted candidates will meet the criteria above, be based in Brussels  and must have existing permanent work rights for Belgium.

Let’s grow together.