Service Delivery Manager

Job Description

Our Client, a fast growing global systems integrator and managed services provider is looking for a SERVICE DELIVERY MANAGER.

The Service Delivery Manager takes responsibility for the overall management of a client contract. They support the business and protect the company’s reputation by taking responsibility for overall Contract management for local, small and low to medium complexity contracts. They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts. These clients require service delivery for more than one Company Business Units and are often complex by nature and are typically across multiple sites or for multiple Company service offerings.


Establish and develop relationships

Service Delivery Managers establish strong relationships with the client and Business Unit stakeholders and they have excellent relationship building skills. They agree points of interaction and escalation with the client, ensuring the continuous delivery of the service according to the Service Level Agreement and contractual terms. They collaborate with other Company employees including Client Managers, Account Managers, Project Managers and delivery teams to create and develop full client contract plans that will form the basis of service delivery. In so doing, they assist with the preparation and evaluation of Service Level Agreements. They analyse client satisfaction survey results and ensure that the information is used to enhance service delivery in line with client expectations and drive continual service improvement.

Manage execution of contracts

Individuals in this role are responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and contracts. They require strong ability in managing co-ordinated delivery of service.

Working with other Client and/or Service Delivery Managers they take joint responsibility for bottom line delivery within a client account. To achieve service delivery, they need to ensure that the right employees, equipment, and products are deployed and available and that the service delivery meets the quality requirements agreed with the client. This includes joint decision making on recruitment decisions, client discounts, contractual negotiations, penalties and rebates and training budgets.

Service Delivery Managers ensure that regular service audits in line with client and contract requirements are planned, communicated, initiated and completed within their allocated accounts. They are responsible for ensuring that the service definitions and Service Level Agreements stay up to date with the client needs, through applying contract change management, risk, and financial management. They resolve problems and issues escalated by delivery staff and act as the point of escalation for the client.

Supplier/vendor contracts

The Service Delivery Manager works closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establishing evaluation criteria, evaluating alternative options and assisting with the decision to select the most appropriate vendor/supplier. They contribute to the negotiation of contracts, targets and terms and conditions and ensure that the vendor contract is setup in the relevant systems. They are required to assist with the transition of a service to a new supplier and will establish the required contracts and the relationships in collaboration with the Service Delivery Manager. They will assist with the renewal or termination of contracts.

Budget management and profitability analysis

They are required to develop and manage an annual operational budget and working with the Commercial team, ensure that monthly and pass through billing happens. Service Delivery Managers perform an annual total cost of ownership study on contracts and provide feedback to the client. Service Delivery Managers are responsible for working with the commercial team to determine and effect the annual CPI increase applicable to the contract.

Legal compliance and governance

They consult the Legal representatives within Company and ensure that all contract escalations are addressed with contract governance. They ensure compliance to contract governance issues as negotiated by the Legal Contract team and that practices are in line with the Company model. They ensure that the client risk register is managed and client processes requiring compliance is adhered to by their on-site teams.

Upselling of contract

Service Delivery Managers, in collaboration with the Sales and Commercial teams, review all proposals delivered to the client and ensure that growth objectives within the account are in line with Company’s overall growth objectives and serve the best interest of the client. They use their close relationship with the client to identify opportunities to up sell services and to track other opportunities that may emerge. They assist with tracking the type and number of tickets opened by the client and uses this information to identify the relevance of the contracted services and opportunities for the application of new services. They may be required to revise the lifecycles of products and vendor services.

They facilitate the contract roll up process and ensure the implementation of projects that align the client’s strategy with the Company service offering. Service Account Plans are developed and shared with the client as well as the internal stakeholders.

Contribute to pre-sales

Their knowledge of the client environment enables them to contribute to pre-sales processes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client. They collaborate with Account Managers to ensure that opportunities are captured. They participate in the analysis of contract renewals with existing clients and assist with ensuring the quality of contract data for new and existing clients.

Produce and use reports

The Service Delivery Manager is required to collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements. They plan, co-ordinate and facilitate the Business Review Board meetings. They produce and use reports necessary to manage the process and maintain the expected levels of service, including Balanced Scorecard. He/she manages and reports on the complaints and compliments process at Business Review Board meetings. They work closely with the Service Improvement team to ensure the resolution of incidents and reporting of these metrics at the relevant forums.

Ensure performance

Service Delivery Managers drive service delivery excellence by motivating their team members and inspiring outstanding performance against Service Level Agreements. They drive the service culture by developing and sustaining cross functional relationships and filtering information downwards. The Service Delivery Manager coordinates the activities of the service teams involved in providing the contracted services to the client, aggregating services from the different teams into a coherent service offering to the client, ensuring execution to the contracted service definitions and service level agreements.

Team management

They partner with the organisation to help attracting the right talents and ensure that their team is staffed according to requirements and that all team members are fully utilised. They ensure that employees reporting into them are engaged and understand the contract objectives. He/she provides feedback in order for People Managers to evaluate, reward and remunerate team members according to their performance. The Service Delivery Manager ensures that his/her team has access to the relevant client contract management tools and have the general means to perform their jobs.

Here’s what we are looking for in candidates

  • At least 5 years’ relevant experience in a similar role within a service operations environment
  • ITIL certifications required
  • Demonstrated client engagement experience with the ability to interact with a variety of stakeholders, including senior level
  • Experience in a managed services and/or support services environment requiring commercial and business acumen
  • Excellent communication skills in English, Dutch and French

Contact : Paul Robaux +32 475914510


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Paul Robaux