Strategic Service Delivery Manager – Growth & CSI Lead

Sopra Steria; Brussel Hoofdstad; Hybride; EUR 55 000 - 80 000; Plein temps

Avantages offerts par ce poste

Company car or mobility budget

Laptop and phone

Competitive salary

Insurance coverage and meal vouchers

Continuous learning opportunities

Résumé du poste

Sopra Steria is looking for a Service Delivery Manager to strengthen relationships with customers and ensure high-quality service. This role focuses on defining SLAs, optimizing resources, and identifying new business opportunities.

You will manage operational accounts, prepare service level reports, and handle critical incidents, all while ensuring compliance with ITIL processes. A master's degree and experience in service delivery management are essential.

Qualifications

• Master’s degree in a relevant field or equivalent professional experience.
• Experience as a (technical) Service Delivery Manager.
• Knowledge of Application Management.
• Strong commercial skills including consultative selling.
• Excellent written and verbal communication and presentation skills.
• Customer-oriented mindset with a strong sense of commitment.
• Ability to think conceptually while maintaining a pragmatic approach.
• ITIL v4 certification or equivalent.
• Knowledge of Agile or other project management methodologies.
• Assertive communication style and adaptability to different audiences.
• Strong organizational and problem-solving skills.

Responsabilités

• Act as the primary liaison between customers and operational teams.
• Manage operational accounts, reviewing tickets and requests.
• Prepare and validate monthly Service Level Reports.
• Report risks, issues, and business opportunities.
• Oversee invoicing processes, ensuring accuracy.
• Ensure service delivery compliance with contractual agreements.
• Drive Continuous Service Improvement initiatives.
• Manage operational, financial, and project-related risks.
• Handle critical incidents and coordinate resolution efforts.
• Manage change requests and small to medium-sized projects.
• Support pre-sales activities by validating service offers.

Connaissances

Service Delivery Management

Application Management

Commercial Skills

Consultative Selling

Communication Skills

Customer Orientation

Conceptual Thinking

ITIL v4 Certification

Agile Methodologies

Problem Solving

Language Skills (English, Dutch, and/F

Formation

Master’s Degree or equivalent experience

Description du poste

Sopra Steria is looking for a Service Delivery Manager to strengthen relationships with customers and ensure high-quality service. This role focuses on defining SLAs, optimizing resources, and identifying new business opportunities.

You will manage operational accounts, prepare service level reports, and handle critical incidents, all while ensuring compliance with ITIL processes. A master's degree and experience in service delivery management are essential.