Job description

A Service Delivery Manager (SDM) has the responsibility to manage infrastructure service delivered by NATEK to customer/s in a selected territory. SDM has also an active participation to the account/s development. Committed to the expansion and success of the business, a Service Delivery Manager:
• Prospects customer’s needs to increase the revenue, margin, profit and headcount of the company
• Supervises the delivery of services for customers and coordinates activities
• Manages teams (is responsible for people and attrition management, development and motivation of IT employees and suppliers)
• Surveys trend of technology changes in the company market and proposes offer evolution
• Supports Sales department to answer Bids or Requests for existing or new customers

SDM is a bridge between the NATEK teams (Sales, Recruitment, HR, Finance, Office Management, IT employees and external suppliers) and customer. The person monitors trends in technology and services and brings them to the attention of supervisors and function heads, which may result in bringing new services to the portfolio of NATEK.

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Your responsibilities

Account management:
• Acts as a single point of contact for NATEK customers for delivery, builds and maintains client relationships both internally and externally
• Acts as an expert on operations and standard delivery model to clients
• Business development under given project/s: deals detection to make sure that NATEK selling value is always turned into gross profit
• Investigates customer needs, detects, generates, and influences on customer needs
• Builds forecast of current and future results as headcount and gross profit
• Ensures that operations delivered builds trust and brings valuable business partnership for customer
• Provides and indicates added value coming from all types of NATEK services (all business lines)

Delivery Management:
• Works out strategies to maintain, improve and develop service delivery
• Executes policies and quality processes, designed to ensure consistently high service performance, monitors employees’ and evaluates customer feedback to improve quality processes
• Defines and /or executes Service Level Agreements (SLA’s) in relation to contracted services
• Ensures that the service delivery process is effective by minimizing the cost incurred in the processes with the objectives to decrease costs, and increase Gross Margin
• Investigates and shares customer plans and business actions towards sales and other NATEK functions to maximize the efficiency of delivery
• Ensures that client’s satisfaction is always guaranteed, monitors, and manages all factors impacting customer satisfaction and • NATEK delivery, shares and escalates accordingly
• Ensures that all contracted services and targeted KPIs and SLAs, provided by NATEK for customers are delivered profitably and met customer expectations
• Regularly reviews SLA’s efficiency and Quality processes to drives the service owners to deliver at the committed level
• Controls administration tasks related to delivery

Benchmarking on Technologies:
• Monitors trends and emergencies of new technologies to anticipate the evolution of the company offers
• Keeps informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, plus the latest product-line developments
• Builds education platforms and forum to increase competency level of the technical forces

People Management:
• Responsible for hiring, building, shaping, educating, motivating and career development of IT teams
• Team and people management for given project/s and/or Customer/s
• Establishes strong and long-lasting relations with team members: IT employees and suppliers
• Leads annual appraisal process with support of HR
• Initiates, implements, and monitors the plan/progress of workshops, training courses, certifications, with the reference to service delivery
• Leads the local teams of IT professionals to deliver best-in-class customer experience and achieve operational excellence
• Administration tasks resulting from people management, e.g. expenses, TO, attendance, vacation

Our requirements

• Minimum of 4 years of professional experience in similar role: Service Delivery Management, Project management, Operations Management, People Management
• Strong understanding of the infranstructure landscape and service delivery process
• Experience in working within outsourcing environment, or managing outsourced suppliers is nice to have
• Experience in building and sustaining customer relationships on a senior level
• People management experience (within a medium size team)
• Very good negotiation skills, ability to influence others
• Logical and analytical approach
• Business and sales orientation: able to turn customer requirements into workable solutions
• Leadership personality
• Excellent communication skills
• Fluency in English is a must, other language as French or German is a plus