Service Delivery Manager
Service Delivery Manager

Expertum is looking for an experienced Service Delivery Manager

As a Service Delivery Manager, you take responsibility and accountability for the delivery of engagements that are either pure ‘application support’ or, ‘whole life’ annuity type deals which can include application development, cloud management, consultancy, and third party sub-contractors. We include a strong focus on delivering ‘value-add’ to our clients – ‘just’ delivering the contracted service and meeting the SLA’s is not sufficient in todays’ market. Understanding the clients’ business and challenges and bringing solutions to them to improve their P&L is the type of Service required.

You will be surrounded by experts who share their knowledge and continuously give feedback, in order to give you the opportunity to grow. And last but not least, we regularly organize team sessions and team events.

Expectations and tasks:

You are key to sustaining our business growth through world class service delivery, service innovation and continual service improvement. The ability to deliver significant improvements in the service is expected, as is the ability to build strong client relationships and expand the account footprint, working closely with the Sales team.

  • You’ll be the technical-coordinating contact point for several customers. Your mission is clear: client satisfaction. You’ll achieve this by delivering the contracted service to the highest standard, engaging in multiple formal and informal interactions, monitoring quality and SLA’s, accurate invoicing, …
  • You have a handson mentality and like to be closely involved in small and big SAP infrastructure projects as a project manager.
  • You coach and motivate others, but also to steer firmly if needed.
  • You build a strong and trusted relationship with your client(s)
  • You drive on innovation and continuous service improvement
  • You maintain a close awareness of your client(s) challenges and bottlenecks and leverage your network back to the teams to bring the clients new propositions to assist them developing their business outside the scope of the sold engagement

Working experience, Skills and Competences:

  • You have at least 5 years’ experience as a Service Delivery Manager, Team Leader, Project Manager or SAP BC consultant
  • You have a knowledge of SAP BC which allows you to think with the customer and propose new solutions
  • You have knowledge of SAP system installations, system copies, SAP & DB upgrades, Netweaver products (BI, TREX, Portal, SRM, CRM, NWDI, CE), Unicode conversions, ...
  • You have distinct organizational skills and strong soft skills: you know how to react to clients and colleagues at all times
  • You are a self-starter with a strong interest in technology and the ability to deal with a fast paced environment and ambiguity.
  • You have strong customer service skills.
  • You have strong communication skills and you are fluent in English and Dutch or French