Junior Service Delivery Manager

il y a 2 semaines

Bertrange, Luxembourg Proximus Luxembourg Temps plein

Your mission:

The Junior 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). The Junior Service Delivery Manager is responsible for ensuring that our service delivery teams deliver an exceptional customer experience.

Main responsibilities :

  • Own and oversee client commitments
  • Control operational financial performance

  • Own and oversee client commitments

  • Take accountability for service delivery performance, including

  • Incident Management & Requests Management
  • Effective handling of tickets within defined service levels
  • Monitoring tickets backlog
  • 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
  • Compliant usage of on-boarding process (MTO)

  • Compliance of Operations to security standards

  • Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs

  • 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

  • Assess customer feedback and use creativity to establish, improve, and refine services. Seek for continuous improvement.

  • Control operational financial performance

  • Track and validate team time registration
  • Report and validate resource unit consumption

Your profile:

  • Education / training (or equivalent level): Bac +5 / Master
  • Experience(s) required: Experience of at least 1 year in IT Service Management and Service Delivery

Technical Skills

  • General technical knowledge – IT infrastructure and Cloud
  • Knowledge of ITIL disciplines
  • Ability to read, analyse and interpret contracts
  • Good computer skills and the ability to use business support software (MS Excel-Word-PowerPoint, Visio, …)

Soft Skills

  • Customer oriented
  • Teamwork skills and attention to detail
  • Ability to demonstrate initiative and a proactive approach to daily tasks
  • Continuous improvement mind-set and constant seek for automation
  • Fluency in French and English is mandatory
  • Proficiency in German and Luxembourgish is considered an asset.

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