HSO International - Service Delivery Manager

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.

Requirements

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.

You have

• A bachelor’s or master’s degree in a business-related field.

• Experience in customer service or customer success management may be advantageous.
• Relevant and proven experience with Microsoft Dynamics 365 business applications from a functional/technical and delivery perspective.
• Strong project management and quality control skills.
• You possess a customer-centric attitude.
• You demonstrate strong teamwork and leadership skills.

Benefits

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.