Service Delivery Director
il y a 3 semaines
About the job
**ORGANISATION**
INCERT is a center of expertise managing critical IT infrastructures, and delivering products and services that relate to cryptography, public key infrastructure, eTravel document and biometry. Established since 2012, INCERT is a public agency owned by the State of Luxembourg and the Luxembourg Chamber of Commerce.
Within the scope of its current activities and its incoming ones, INCERT is now recruiting a Service Delivery Director full-time, and as a permanent position.
**YOUR RESPONSIBILITIES**
You will have to assume following responsibilities:
- Establish and maintain strong relationships with internal and external stakeholders, understanding their requirements and expectations;
- Act as project director for international complex accounts and as project coordinator with business partners and public entities;
- Identify customer needs and oversee timely and high-quality service delivery within the business context;
- Assess existing customer service processes and incorporate best industry practices with an aim to enhance service delivery efficiency;
- Design and develop new customer service procedures and systems by collaborating with internal technical, project management and sales teams;
- Monitor and evaluate customer feedback, handle client inquiries and take ownership of critical incidents in a timely and professional manner;
- Prepare and maintain service level agreements (SLA) ensuring compliance and adherence to the agreed terms and conditions;
- Provide accurate and regular reports to the Senior Management on service delivery performance, including key metrics and insights.
**YOUR PROFILE**
Professional skills and education
You must:
- Have at least 6 years of professional experience in a similar role;
- Demonstrate a good knowledge in IT and the ability to use business support software;
- Having a recent certification in Project Management will be an advantage;
- Excellent customer service skills and familiarity with quality control techniques;
- Hold a BAC+4 degree or relevant diploma in IT;
- Be fluent in French and English; Luxemburgish and/or German will be an advantage.
Soft skills
You will be able to demonstrate:
- Proactive, polyvalent, autonomous and very well-organized approach to work;
- Analytical mindset with the ability to solve issues and take decisions in a timely manner;
- Have excellent verbal and written communication skills; and
- Act collaboratively with a high sense of confidentiality and integrity.
**Job Types**: Full-time, Permanent
**Salary**: €60,000.00 - €100,000.00 per year
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