Distributed Cloud l Service Delivery Manager

Company Description

At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue of €1B. We believe in transforming technology to create value for our clients, partners and employees in a world where technology is developed for people. We are proud of the culture we have built together. We are proud of our people at the service of technology. We are proud of our diverse environment. Because we are #TechforPeople. Join our multidisciplinary team of Cloud experts, Designers, Business consultants, Security experts, Engineers, Developers and other extraordinary talents, spread across more than 20 EMEA countries. Become one of our +10.000 tech and business leaders on cloud, data and cyber security. Let’s fuse creativity with technology together and build innovative solutions that actively change things for the better.

Job Description

We are looking for a Service Delivery Manager to join Devoteam Managed Services. We focus on developing solutions end to end within Cloud Providers and its technologies.

Service Delivery Management in Managed Services:

• Manage the delivery of Managed Services, ensuring that daily operations align with SLAs and client requirements.
• Monitor KPIs specific to Managed Services, such as response times, availability, and performance, ensuring service efficiency and quality.
• Implement continuous improvement initiatives in Managed Services processes to optimize performance and elevate service levels.

Client Relationship Management:

• Serve as the primary point of contact for Managed Services clients, facilitating communication and ensuring effective expectation management.
• Conduct regular meetings with clients to review service performance, identify needs, and propose improvements.
• Collaborate with technical teams to ensure a quick and effective response to client incidents and requests.

Operational Coordination and Support:

• Support the coordination of projects and initiatives within Managed Services, ensuring proper resource allocation and meeting deadlines.
• Monitor project and operational progress in Managed Services, identifying risks and developing action plans as necessary.
• Ensure that Managed Services teams have the resources and support needed for effective service delivery.

Incident and Problem Management:

• Oversee and coordinate the response to critical incidents, ensuring communication with the client and compliance with response times.
• Work with technical teams to analyze root causes of recurring issues and implement corrective actions to prevent future disruptions.
• Document incidents, resolutions, and lessons learned, promoting continuous improvement of Managed Services processes.

Reporting and Documentation:

• Prepare and present regular performance and quality service reports to clients and management, focusing on continuous improvements.
• Maintain up-to-date documentation accessible to Managed Services teams and clients, ensuring transparency and traceability of processes.

Qualifications

Education & Experience:

• Bachelor’s degree in Management, Information Technology, or a related field.
• Minimum of 4 years of experience in service delivery management, preferably in Managed Services.
• Experience managing contracts and SLAs, with KPI tracking and performance reporting.

Technical Skills:

• Practical knowledge of ITIL or other service management methodologies.
• Experience with monitoring and incident management tools specific to Managed Services.
• Ability to interpret performance data and identify trends and improvement opportunities.

Interpersonal Skills:

• Excellent communication and client relationship management skills.
• Ability to work under pressure, with a focus on problem resolution and effective decision-making.
• Strong organizational skills and attention to detail.
• Ability to collaborate with cross-functional teams and manage stakeholders.

Preferred Qualifications:

• ITIL certification or similar in service management.
• Experience in multi-client or outsourcing environments.
• Knowledge of Agile methodologies (Agile, Scrum) is valued.

Additional Information

The Devoteam Group works for equal opportunities, promoting its employees based on merit and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism and excellence of our organization. All of our vacancies are open to people with disabilities.