YOUR MISSION :
The IT Service Delivery Manager offers governance and oversight of services delivered to customers, ensuring their alignment to pre-agreed SLA/KPI, meeting customers’ expectations and adding value to our Business Unit (BU).
The role has specific accountability for managing BU day-to-day delivery of all IT Services, as well as the delivery of projects by the vendor to the BU. Additionally, Continuous Service Improvement (CSI), support to the management and closure within agreed timelines for risk/audit activities is part of the main responsibilities for the Service Delivery Manager.
The Service Delivery Manager shall develop and maintain a customer-centric relationship with vendors, internal functions and local IT departments, facilitating synergies with shared services when necessary.
The role is part of a virtual “community” of Service Delivery Managers who have specific accountability for governance and oversight within their individual Functions or BUs, as well as collective responsibility to improve and optimise services across shared services and local BUs.
YOUR RESPONSIBILITIES :
You are responsible for the local IT Service Management activities (local audit/risk management, local service transition, IAM controls, reporting).
You cascade and implement at local level the central governance for Service Management, with the aim of ensuring high quality standards in service delivery, aligned to customers needs and goals.
You facilitate the embracing of all IT services processes at local level, in line with the governance and oversight of all key IT processes in Shared Services (eg. Incident/Request/Problem/Change etc.).
You ensure the monitoring of IT Services delivered to local BU through the Shared Services Center, the vendors and facilitates the connection between various stakeholders intervening at local and central level.
You oversee the delivery of projects executed by the vendors directly to the BU.
You build and maintain strong relationships with customers with regular service reviews and two-way collaboration.
You build relationship with Risk and Audit ensuring that Risk and Audit items are tracked to closure.
You create and deliver transparent and high quality reportings on Service Delivery, SLA/KPI/KRI compliance and budget follow-up.
You have the ownership of customer satisfaction index. Develop & Implement tools to measure customer satisfaction eg. CSAT survey.
You are accountable for the CSI register at local level. Governance & oversight of CSI initiatives ensuring that they are completed and value realised by the Business.
You seek simplicity by removing unnecessary steps and complexity and by making sure expectations are understood.
You anticipate internal and/or external business challenges and/or regulatory issues and recommend solutions.
You understand and resolve operations governance challenges and periodically escalate identified risks and/or potential issues affecting performance or strategic partnership goals.
YOUR PROFILE :
You have a Master degree or equivalent experience.
You have minimum 5 years of Service Delivery Management experience with demonstrable experience coordinating IT Services Delivery activities.
You have strong presentation skills and speaks fluently English and French or Dutch.
Certified or trained in ITIL/Lean/Agile is an advantage.
You have experience in defining, reviewing and following a budget.
You are able to develop a strong CSI programme by engaging service owner and service recipients.
You interact effectively with internal and external business partners to create trusted partnerships and strong relationships, with a proactive attitude including strong delivery and service ethic.
You have a strong process ownership and optimisation experience. You are able to recognise workflow issues and optimise.
You have a strategic mindset and a capacity to design for the future. You can easily step back to have a helicopter view.
You are solutions-oriented and are always looking for improvement.
You are autonomous and flexible.
You are resilient and able to deal with unforeseen events.
You have an eye for detail and precision.
WHAT WE OFFER :
A company on a human scale in which you can quickly have an impact.
Senior management accessible and close to its employees.
Your personal development promoted by our training and talent management policy.
Opportunities for development and internal mobility within Athora.
An attractive salary package accompanied by various extra-legal benefits (meal vouchers, group insurance, hospitalization insurance, etc.).
At least 39 days off per year.
A harmonious balance between professional and private lives thanks to teleworking (up to 3 days a week).
Brand new offices promoting collaboration.
A central location accessible by train and public transport.
If you are looking for an organization with a human face, welcome to Athora Belgium!
