HSO International - Service Delivery Manager D365 F&O

Location: Remote (Europe-based) | Relocation to the Netherlands available

Visa Sponsorship: Candidates must have legal working rights in their country of residence for remote work. Sponsorship is not available for roles outside the Netherlands.

Department: Global Managed Services

What is you goal?

The Service Delivery Manager (SDM) will be the operational lead in a dedicated, multi disciplinary team of customer service engineers, responsible for delivering the highest level of quality and value in managed services for selected customers. At the same time, he or she will be responsible for improving customer relationships, satisfaction (CES/CSAT), communication, service levels (KPI) and service contracts.

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 organized manager, creating ownership with your team for successful and 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 to the proposition;
• Creating challenging and motivating goals to further professionalize the skills in your team;
• Constantly developing your own skills and knowledge;
• Able to deliver the highest level of managed services to our customers;
• Performance driven, average is not what you are or look for in your team;
• An avid supporter of the DevOps way of working;

• Motivated to maintain positive relationships with customers, aiming for business growth;
• Skilled at identifying customer needs and overseeing service delivery within the business context;
• Accountable and approachable, ensuring the team’s processes and tasks are carried out efficiently;
• Good at assessing customer feedback and using your creativity to establish, improve, and refine services;
• Good at building partnerships and liaising with team leaders or individual contributors in the organization;
• Located in and legally allowed to work in the EU, and do not require sponsorship;

You have

• Bachelor’s or master’s degree in a business-related field;
• Expert knowledge about the Microsoft product portfolio (Microsoft managed, cloud hosted, Azure);
• Hands on knowledge and experience with Dynamics 365, ISV solutions, release waves and One Version update cadence;
• Knowledge and experience in Lean, Agile/Scrum, Microsoft DevOps and Project Management;
• Minimum 5-year experience as Service Manager, Managing Consultant or Project Manager in a Microsoft Dynamics 365 ecosystem;
• Analytical and managerial qualities, able to lead a cross functional Customer Support DevOps teams;
• Solution oriented mindset, both individually and in a team setting;
• In control of all tasks your team and others perform as part of our managed services;
• Senior level in managing customer satisfaction, service quality, escalations, and able to identify and support sales opportunities.

Benefits

Development and growth - Like HSO International, this job is not fixed in concrete, and we can guarantee you that it will look way different in two years from what it is now. Are you looking to develop yourself while growing HSO International?

Fun and success - We are professionals that don’t mind working hard. However, when you join HSO International, you will also join a pleasant working environment with colleagues that are ready to help. Because without cooperation and fun there is no success!

Freedom and responsibility - We will not tell what you are supposed to do today, tomorrow or next week. You get the freedom and flexibility to define your approach, your priorities and the way you will solve the challenges ahead of you.

A good reward - You will receive an excellent salary and good fringe benefits such as a laptop and mobile phone.