Service Delivery Manager (SN0393)
Job Description
We are looking for a Service Delivery Manager to oversee and optimize service management plans, maintain strong customer relationships, and ensure service excellence.
- This role requires a strategic thinker with experience in service organizations, a proactive approach, and strong problem-solving abilities.
- The ideal candidate will manage operational control, improvement initiatives, change management, and escalations, ensuring service quality and customer satisfaction.
Key Responsibilities
- Develop, implement, and manage Service Management Plans.
- Maintain strong customer relationships, ensuring high service levels and satisfaction.
- Monitor KPIs (e.g., availability, response times, service quality) and take corrective actions where necessary.
- Prepare reports on service performance and results achieved.
- Handle service invoicing and ensure annual indexation.
- Collaborate with Customer Service, Supply Chain, and Engineering teams to achieve service objectives.
- Oversee progress and quality of services provided.
- Ensure the internal organization has the right resources to guarantee service provision.
- Coordinate with suppliers (Hitachi or external) regarding product and service developments.
- Continuously improve internal processes to enhance service quality.
- Identify trends and bottlenecks, proposing proactive solutions.
- Coordinate service changes with internal and external stakeholders.
- Manage escalations with a structured, customer-focused approach.
Key Requirements & Skills
- HBO-level education or equivalent experience in service organizations (B2B preferred).
- managing teams and projects.
- Strong knowledge of ITIL
- Technical affinity
- Proactive, collaborative, and solution-oriented mindset.
Languages
- Dutch
- English
Hiring Team Member
