Service Delivery Manager

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Service Delivery Manager
Are you looking for a challenging position at a fast-growing, international organization? At Infradata we are looking for a Service Delivery Manager to expand our Operations organization.

The role of Service Delivery Manager is key in ensuring that the Services Infradata provides to its customers are delivered to the highest standards, exceeding customer expectations in terms of quality of service, delivered within committed SLA’s and all contractual obligations.

The main responsibilities of this role are:
  • Developing and maintaining relationships with assigned clients.
  • Maintaining service quality and ensure the service is aligned to the contract at all times.
  • Developing, implementing and ensuring compliance with policies and procedures.
  • Managing third party suppliers when necessary.
  • Analysis of data generated by the Service (i.e. tickets, events, etc.) to identify trends leading to improvements in the service delivery function and/ or additional revenue opportunities.
  • Assisting with the On-boarding and Transition of new Services.
  • Monitoring customer satisfaction levels, responding to queries and any complaints, escalating where necessary and ensuring that service improvement plans are implemented as required.
  • Identifying opportunities for increasing cost effectiveness and efficiency of service as well as looking for new opportunities.
  • Analysing and reporting monthly and quarterly service performance against targets.
  • Manage customer expectations and communication during escalations relating to P1 and P2 issues.
  • Manage and attend service reviews, ensuring meetings are fully prepared in advance.
  • Ensure and own the responsibility of completing all administration work during and after service review meetings, including minutes, actions, SIP.
  • Update head of operations on high profile or complex issues identified during report creation with a potential business or reputational risk such as SLA breaches.
  • Be flexible to work outside of normal office hours according to the needs of priority incidents and service escalations.
Required skills:
  • Strong customer relationship management skills and commercial acumen.
  • ITIL qualification minimum Foundation level but preferably Expert level in at least one discipline.
  • Experience as a Service Delivery Manager in an IT Service Provider environment.
  • Excellent written and verbal communication skills.
  • An ability to collaborate with others and be a team player.
  • Always looking to proactively and positively affect the Service out comes for clients.
  • Technical awareness of infrastructure and end-user environments.
  • Good presentation Skills.
  • Excellent analytical and reporting skills to enable expert-level trend analysis, service reporting and pro-active management of the assigned accounts.
  • Fluent English and Dutch Speaking plus good written communication.
About Infradata
Infradata is the leading provider of Cyber Security and Cloud Networking services and solutions for organisations whose core business depends on the network infrastructure. Infradata is currently active in 7 countries. At Infradata, it’s all about people and diversity. We are our company’s capital and ensure the quality of our services. Infradata continuously invests in the talents of its employees and also expects them to possess entrepreneurial instinct and that they are not afraid to show personal initiative. Along with the focus on clients and the innovation strategy, there is also the requisite attention for the third success factor: Our culture. Infradata is a flat and informal international organisation with a winner mentality.
International offices
Infradata has offices in the metropolitan areas of Amsterdam, Brussels, Frankfurt, Paris, London, San Francisco, and Warsaw.
Our offer  
Apply now!
Have you become enthusiastic about the role and working for Infradata? Apply directly via the application button “Apply Now” and submit your CV and cover letter to Jorinke de Hek.

If you require further information call Jorinke de Hek, Corporate Recruiter via 0639451009 or send a mail to [email protected].


Service Delivery Manager

Vacature ID: #447139

Plaats: Leiden

Provincie: Zuid-Holland

Land: NL

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“Technologie is belangrijk, maar onze mensen maken het verschil.”

Jorinke de Hek
Corporate Recruiter

Onze kernwaarden

Infradata is een collectief van unieke individuen, die elk specialist zijn op hun gebied. We bouwen aan een toekomst die geïntegreerd, veilig en inspirerend is. We doen dingen graag anders, maar altijd met behoud van kwaliteit en onbeperkte creativiteit. Onze unieke bedrijfscultuur draait om betrokken professionaliteit, een sterke teamgeest en een inspirerende werkomgeving.

PERFORMANCE: altijd een extra stap zetten.

PASSIE: De status-quo uitdagen.

FLEXIBILITEIT: Het omarmen van verandering als de enige constante.

PRAGMATISCH: we houden het eenvoudig en zijn rechtdoorzee.

OUTSIDE OF THE BOX: Anders denken dan alle anderen.

GROEI: Continue verbetering en ontwikkeling.

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