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Service Delivery Manager Services
Our mission is simple: we want to help our customers solve complex business matters using easy digital solutions. We have passionate and technologically savvy people working here, we’re proud of the awards we have received, but the trust we get every day from our 2000+ customers means more than anything!
We pride ourselves to be selected to be part of the elite 1% Microsoft Inner Circle out of the 64K global partners & ISV’s, for 14 years consecutive years, incl. 2020-2021.
We are growing and looking for a talented
S
ervice
Delivery Manager
to join our Care team and team of Service Delivery Managers.
The Service Delivery Manager (SDM) is primary responsible for managing the services towards our customers, ensuring that we deliver these services according to the agreed quality and customer needs.
You will manage several complex international support contracts in a way To-Increase delivers according to the defined service levels. The SDM is responsible for the budgets and margins generated through these contracts. This role manages the customer relation and the communications around the To-Increase software used by our customers and is the main contact for these customers in services provided by the various teams within To-Increase. It exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
What you will be doing
- Manage all agreements (overall) related to the more complex support and maintenance matters of our customers.
- Together with the sales representative position the To-Increase support services at our customers and determine the services offerings and service levels to support the business needs of our customers at the required level.
- Set up the contracts (Service Level Agreement) and maintain the agreements defined in these contracts.
- Responsible for implementing the support agreements (SLA) at both our customer, internally and suppliers (where relevant).
- Report and evaluate the provided services and service levels.
- Manage the quality and initiate quality improvements of our services towards our customers.
- Spot opportunities for upsell/cross sell and transfer these opportunities into services for To-Increase teams involved.
- Manage the contract performance and profitability of the services provided (budget, time and costs).
- Manage the relation with the relevant stakeholders at the customers you are managing.
- Provide an escalation level for your customers for unforeseen situations, helping these customers solving their issues by linking the right teams within To-Increase.
What you should have
- 5+ years supervisory experience with a customer service, technical support, or business operations team dealing with customers. It is a PRE if this is experience in the MS Dynamics ecosystem.
- Detail-oriented with strong analytical and problem-solving skills; strong ability to think strategically and analyze information timely and accurately.
- Strong interpersonal communication skills to deal effectively with customers, colleagues, and all levels of management within the organization.
- Adaptable and flexible with the ability to work in a fast-paced and ever-changing environment.
- Ability to organize work, prioritize tasks, and manage multiple & changing priorities.
- Experience with (internal) support processes (incident-, change-, problem-, release management), ITIL, ASL, Service management and Project Management.
- General knowledge of the business processes behind typical IT questions and the ability to understand relevancy and urgency of these questions to manage multiple & changing priorities.
- Professional level in English
Why Work for Us
- Great Company Culture. We have an informal, non-hierarchical and people-oriented culture where your voice counts and you can be yourself. And we genuinely strive for a good work/life balance for everyone and you also have a lot of flexibility to organize your work days that suits you.
- Build your own career. You have the freedom take on the challenges you want and thereby creating the career you feel is right for you.
- International environment. You will work with colleagues from all our different offices, and with international customers, network of partners and Microsoft.
- Fast growing company with ambition. You will work for a leading ISV that is a Microsoft Gold Partner with premium industry solutions, where you will have ample opportunities to learn on the job and continuously grow & improve yourself.
TI by the Numbers
Here are a few key numbers that gives you a snapshot of who we are. We would love to tell you more in person!
Come as you are
Your gender, religious beliefs, sexual orientation, skin color or pink hair are part of who you are. To-Increase is an equal opportunity employer and we stand for equality and inclusion. If you’re a team player, an expert and are ready to shine, we would love to welcome you to the team.
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