Service Delivery Manager

Service Delivery Manager

NTT DATA

Brussels, Belgium

We are currently seeking a Service Delivery Manager who will be responsible for managing customer relationships and ensuring the successful delivery of a significant contract, while also overseeing internal operations. The ideal candidate will have a strong background in IT service management and leadership skills to drive team performance and enhance customer satisfaction.

Your role:

• Oversee daily operations of the service desk to ensure high-quality support for all IT-related inquiries and issues, with a strong emphasis on customer satisfaction. Their responsibilities encompass both operational and relationship management aspects;
• Act as a single point of contact between the level 1 support of the IT organization and the client for all issue resolution incidents, service requests, change notifications, …;
• Manage service desk teams, providing guidance, training, and support to team members, ensuring alignment with customer expectations and contract requirements;
• Track and analyze performance metrics to ensure service level agreements (SLAs) are met and identify opportunities for improvement, always considering how these metrics impact the customer experience;
• Handle escalated issues, working closely with team members to resolve complex problems efficiently, prioritizing clear communication with the customer throughout the process;
• Collaborate with other IT teams, such as development and network operations, to ensure effective communication and service delivery that meets customer expectations;
• Develop and implement processes and procedures to enhance the efficiency and effectiveness of the service desk, always with a focus on how these changes will benefit the customer;
• Prepare reports and presentations on service desk performance for senior management, highlighting not only operational achievements but also the impact on customer satisfaction and contract management.

Your profile:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration with a focus on IT, or a related field;
• Professional certification in ITIL (Information Technology Infrastructure Library);
• A minimum of 10 years of experience in IT support or service desk management, with a proven track record in managing customer relationships and large contracts;
• Strong leadership and team management skills, with a focus on customer satisfaction;
• Excellent communication and interpersonal skills, capable of building strong relationships with clients;
• Ability to analyze metrics and drive performance improvements, always from the customer’s perspective;
• Proficiency in IT service management tools and ticketing systems;
• Problem-solving mindset with a focus on customer satisfaction.