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HSO International - Service Delivery Manager
Rol introductie
Service Delivery Manager – HSO International Global Managed Services (GMS)
As the Service Delivery Manager (SDM), you will be the operational lead within a dedicated, multidisciplinary team of customer service engineers. Your primary responsibility is to deliver the highest level of quality and value in managed services to selected customers. Additionally, you are tasked with enhancing customer relationships, satisfaction (CES/CSAT), communication, service levels (KPI), and service contracts.
Using DevOps as a way of working, you will manage the backlog, sprint planning, daily stand-ups, and sprint reviews with your team and customers. You'll adjust planning as necessary to prioritise major incidents or escalations to be resolved. As a Team Leader, your goal is to support the team in achieving performance and improvement goals and career objectives and fostering a continuous learning mindset.
To be successful as a Service Delivery Manager, you should exhibit strong leadership qualities, a customer-centric attitude, and excellent teamwork skills. You should also possess excellent communication and analytical skills, be proactive, and be results-driven.
Responsibilities:
- Leading and improving a high-performance DevOps customer support team.
- Maintaining positive relationships with customers, aiming for business growth.
- Identifying customer needs and overseeing service delivery within the business context.
- Being accountable and approachable when managing incident escalations, ensuring the team’s processes and tasks are carried out efficiently.
- Managing financial contracts (SLA) and budgets for assigned customers.
- Determining ways to reduce costs without sacrificing customer satisfaction.
- Assessing customer feedback and using your creativity to establish, improve, and refine services.
- Building partnerships and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for issues that may arise.
Kwalificaties
You are
- A capable and organised manager, creating ownership with your team for successful, high-quality service delivery.
- Successfully managing the hybrid transition from Delivery Project to Managed Service Operations for new customers.
- Using empathy, feedback, and coaching to build your team and drive performance.
- Always looking for ways to add new and valuable services to the SLA and the proposition.
- Creating challenging and motivating goals to further professionalize the skills in your team.
- Constantly developing your skills and knowledge.
- Able to deliver the highest level of managed services to our customers.
- Performance driven.
- An avid supporter of the DevOps way of working.
- Located in and legally allowed to work in the EU, and do not require sponsorship.
You have
- A bachelor’s or master’s degree in a business-related field.
- A valid passport issued by a NATO member country.
- Microsoft Dynamics 365 business applications experience from a functional/technical and delivery perspective.
- 5+ years of experience with Microsoft Dynamics D365 F&O.
- Experience in customer service or customer success management may be a plus.
- Strong project management and quality control skills.
- You possess a customer-centric attitude.
- You demonstrate strong teamwork and leadership skills.
Voordelen en over HSO
Why should you choose HSO International?
Development and growth
You get a job with plenty of career opportunities with a leading provider of innovative enterprise business solutions and a distinct Microsoft Global Solution Integrator who perceives your motivations, talents and ambitions.
International projects
Joining our team offers an exciting opportunity to engage in international projects, providing invaluable exposure to diverse cultures, markets, and perspectives.
Fun and success
You work in a professional and pleasant working environment with colleagues ready to help each other because success cannot be achieved without cooperation and pleasure!
A good reward
You receive an excellent salary (fixed and variable) and good benefits, such as a leased car, laptop and mobile phone.
Freedom and responsibility
You get a lot of freedom and flexibility to organise your workdays, especially to shape your career.
Learn more about Life at HSO International: https://www.hso.com/en/campaigns/life-at-hso-international/
Soliciteer direct
Vul het formulier in, voeg je CV toe en wij nemen zo spoedig mogelijk contact met je op.
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Waarom werken bij HSO?
Bij HSO zijn we trots op het feit dat we groot genoeg zijn om klanten te helpen, maar klein genoeg om dat met zorg en aandacht te doen. We kunnen je als geen ander helpen om je carrière vleugels te geven zonder daarvoor je privéleven op te offeren. En we investeren net zoveel in onze medewerkers als in onze klanten. Want we weten dat jouw kennis en de verdere ontwikkeling van je talenten van cruciaal belang is om resultaten te behalen, zowel voor je klanten als met je loopbaantraject.
- 1
Collaborative
De bedrijfscultuur van HSO kenmerkt zich door samenwerking. We bieden ondersteuning voor een hybride werkmodel waarin op flexibele wijze in teamverband wordt gewerkt. Doelgerichtheid staat aan de basis van al onze werkverbanden. We zetten niet alleen in op teamwork om projecten tot een goed einde te brengen, maar ook om elkaars succes te bevorderen.
- 2
Ever-Evolving
We geloven in de noodzaak om te blijven leren en jezelf voortdurend verder te ontwikkelen. Want stilstand is achteruitgang. HSO draagt bij aan de continue professionele ontwikkeling van zijn mensen. Zo bieden we starters mogelijkheden voor training en certificering en helpen we senior professionals om hun loopbaanmogelijkheden en werk voor HSO optimaal te laten aansluiten op hun specifieke levensfase.
- 3
Value Driven
Onze bedrijfswaarden en -cultuur zijn aantrekkelijk voor mensen die binnen prestatiegerichte teams in alle delen van de wereld willen werken. We werken samen met collega’s en klanten die experts op hun gebied zijn. Dit biedt je uitgelezen kansen om je voortdurend nieuwe vaardigheden eigen te maken en sneller te leren en de carrièreladder op te klimmen. Ben je resultaatgericht en wil je vooruitgang boeken met je carrière en projecten voor klanten? Dan ben je bij ons in goed gezelschap.
- 4
Entrepreneurial
Bij HSO veranderen we de manier waarop mensen werken. Zo willen we onze klanten aan optimale resultaten helpen. Dit vraagt om geavanceerde technologie, kennis, talent, doorzettingsvermogen, ondernemersgeest en een professionele instelling. Het is onze taak om tijdens elke stap in het traject de juiste oplossingen voor klanten te vinden. We werken graag samen met mensen die bereid zijn om nieuwe dingen uit te proberen, early adopter te zijn, dingen te onderzoeken en gecalculeerde risico’s te nemen.