Service Delivery Manager

Nomios Group; Zaventem; Hybride; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Company car

Charging card in Belgium

Phone

Laptop

Insurance

Résumé du poste

Nomios is seeking a Service Delivery Manager to lead managed services and customer relationships for Belgian clients. You will act as the single point of contact during the contract lifecycle, ensure SLA adherence, and drive improvements with vendors and internal teams.

You will coordinate accounts, monitor profitability, handle escalations, and oversee change requests. The role requires a strong service-management background, ITIL knowledge, and fluency in French, Dutch and English.

Qualifications

• Bachelor’s degree in Telecom, IT and/or Security.
• At least 3 years of experience in a similar service management position.
• Experience with IT project management and drawing up/monitoring action or improvement plans.
• Basic knowledge of network and security technologies.
• Good knowledge of contract management, SLAs, SIPs and finance.
• Experience with ITIL and ITIL certification.
• Product knowledge of vendors such as Juniper, Fortinet, Palo Alto.
• Very customer-oriented with strong communication and problem-solving skills.

Responsabilités

• Based on SLAs and monthly reports, assure the customer of contractually agreed services.
• Organize Service Review Meetings with the customer monthly or quarterly and address questions per contract terms.
• Initiate corrective action plans and continuously improve services.
• Define, monitor and optimize profitability of customer contracts.
• Organize internal Account Team Meetings with key stakeholders.
• Initiate escalation procedures with manufacturers, suppliers and third parties.
• Process and follow up change and service requests for managed services customers.
• Document and share acquired knowledge with colleagues.
• Regular customer visits with meetings and consultations; hybrid working is possible.

Connaissances

Customer-oriented

Stress-resistant

Communication skills

Analytical thinking

Problem solving

Formation

Bachelor’s degree in Telecom IT or Security

Outils

ITIL

Description du poste

About Nomios

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.

Service Delivery Manager

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

• 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

Requirements

• 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

Benefits

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