Service Delivery Manager

Nomios; Belgique; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Company car

Phone

Laptop

Insurance package

FIP plan

Flexibility to work from home

Job summary

Nomios is looking for a Service Delivery Manager to oversee Managed Services contracts, ensuring the contracted services meet customer expectations and SLAs across Belgium.

You will act as a tactical contact during the operational phase, coordinate with customers, vendors and internal teams, organize service reviews, drive improvements, and travel for regular visits with hybrid working options.

Qualifications

• Bachelor's degree in Telecom, IT or Security.
• 3+ years of experience in a service management role.
• Experience with IT projects, SLAs and improvement plans.
• Fluent in French, Dutch and English; Belgium resident preferred.

Responsibilities

• Based on SLAs and monthly reports, assure the customer of the agreed services.
• Organize Service Review Meetings monthly or quarterly with the customer.
• Initiate corrective action plans and continuously improve services.
• Define, monitor and optimize profitability of contracts.
• Organize internal Account Team Meetings with key stakeholders.
• Initiate escalations and manage third-party collaborations.
• Document and share knowledge with colleagues.
• Regular customer visits; hybrid working is possible.

Skills

Customer focus

Communication skills

Stress resistance

Contract management

ITIL knowledge

Education

Bachelor's degree in Telecom/IT/Security

Tools

Juniper

Fortinet

Palo Alto

Job description

We are Nomios! Our purpose is to make sure that every company in Europe is and stays “secure & connected”. With our expertise in cybersecurity and network infrastructure, we build secure digital infrastructures. Already for more than 20 years, with 1200+ Nomios experts in 10 European countries. And we’re still expanding! Because we don’t intend to slow down, we’re searching for exceptional talents to join our team and make Nomios even smarter and better. Are you our new:

Service delivery manager

What would your job entail?

At Nomios, we deliver complex cybersecurity and networking solutions that help organizations protect and transform their digital infrastructure. Our offering combines leading technologies with consulting, professional services and managed services, enabling us to deliver solutions and services that have a significant and lasting impact on our customers’ security environments.

In this context, the SDM is our specialist in managing Managed Services and Support contracts and thus further contribute to increasing customer satisfaction and the expertise of Nomios as organization. You fulfil the role of tactical contact person (SPOC) during the operational contract phase and ensure an efficient relationship between the customer and all service providers.

Responsibilities of a Service Delivery Manager at Nomios include:

• Based on the analysis of the SLAs and the monthly reports, assure the customer of the contractually agreed services
• On a regular basis (monthly or quarterly) organize Service Review Meetings with the customer and answer all customer questions in a timely manner in accordance with the contract terms
• Take the initiative to initiate corrective action plans, if necessary, and continuously improve our services
• Define, monitor and optimize the profitability of your customer contracts
• Organize internal Account Team Meetings with key stakeholders
• Initiate escalation procedures yourself and effectively execute them with manufacturers, suppliers and third parties
• Process and follow up change and service requests to successful implementation for our managed services customers
• Document and share acquired knowledge with colleagues
• Regular customer visits for meetings and consultations, but hybrid working is possible

What are we looking for in our Service Delivery Manager?

• Preferably at least a bachelor's degree in Telecom, IT and/or Security
• At least 3 years of experience in a similar service management position
• Experience with management of IT projects, drawing up and monitoring action and/or improvement plans
• You have basic knowledge of network and security technologies
• You have good knowledge of contract management, SLAs, SIPs and finance
• You have experience with ITIL and preferably an ITIL certificate
• Ideally, you have basic product knowledge of our vendors (such as Juniper, Fortinet, Palo Alto, …).
• We are looking for a very customer-oriented person: you understand our customers perfectly, what they ask from Nomios and what they need
• You are stress-resistant in all situations (especially during escalations) and solution-oriented. With an eye for detail and your strong communication skills, you proactively tackle any problem
• You have experience with structured and project-based follow-up of business-critical changes
• You are fluent in spoken and written French, Dutch, and English, since you will be working with customers in Wallonia, Flanders and Brussels
• You already live in Belgium, which makes it easy to come to our office in Zaventem

Interesting? What’s in it for you?

In addition to a competitive salary and bonus plan based on individual targets, you can expect the following:

• Company car, charging card in Belgium, phone, laptop, insurances, FIP plan, …
• We are a #GreatPlaceToWork, meaning our own team thinks we’re doing a pretty good job of keeping things supportive and fair
• Plenty of flexibility to work from home, by mutual agreement
• We offer a vibrant work environment with a small and close team where diversity is a strength, and everyone makes a difference - without the barriers of strict hierarchy
• Lots of fun team buildings and activities such as After Work drinks