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Service Delivery Manager

  • Hybrid
    • Leiden, Zuid-Holland, Netherlands
  • SDM

Job description

We are Nomios’ers

At Nomios, we are dedicated to delivering cutting-edge network solutions that drive the success of businesses worldwide. As a leading provider of network infrastructure and security, we pride ourselves on our innovative approach and commitment to excellence. Our team is passionate, skilled, and always ready to tackle new challenges.

We specialize in creating secure and resilient network environments that protect our clients' critical assets. By integrating advanced security measures and staying ahead of emerging threats, we ensure that our clients' networks are not only efficient but also robustly protected against cyberattacks.


Job Summary:

Results-oriented and strategic-thinking Service Manager with minimal 5 years of experience in Service Delivery teams and achieving full customer satisfaction. Proven track record of managing multi-level relationships in customer organizations and optimizing, aligning service delivery and processes to customer needs. Fostering a great team spirit by supporting colleagues, implementing best practices and driving continuous improvement initiatives.


Reporting Structure:

Reporting to the Service Management Lead and managing a number of approximately 5 customers.

Job requirements

Key Responsibilities

  • Oversee the end-to-end delivery of services to customers, maintaining a focus on Quality (KPI’s), Efficiency (Budget), and Customer Satisfaction (CSAT).
  • Lead strategic initiatives to enhance service delivery capabilities with customers proactively addressing client needs.
  • Own and work together with the account manager on the renewal of service contracts with its customers
  • Monitoring and managing support, services desk, and other support functions to ensure optimal delivery of service
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments


Key Skills:

  • Service Management
  • Customer Management and Development
  • Customer Relationship Management
  • SLA, XLA achievement and KPI management
  • Process Improvement and Optimization
  • Stakeholder Communication
  • Incident and Problem Resolution
  • Vendor Management
  • Cross-functional Collaboration
  • Excellent written and verbal communication skills in Dutch and in English.


Knowledge:

High-level understanding of the following technologies:

  • DC/SP/WAN Networking
  • Software Defined WAN
  • Wireless & Wired LAN
  • Zero Trust Networking
  • EDR/XDR/NDR
  • SIEM


Certifications:

  • HBO education or higher
  • ITIL4 foundation or higher


Why Join Nomios?

  • Innovative Environment: Work with the latest technologies and industry-leading solutions.
  • Professional Growth: Opportunities for continuous learning, certifications, and career advancement.
  • Collaborative Team: Join a supportive and skilled team of network professionals.
  • Competitive Benefits: Enjoy a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • Impactful Work: Contribute to exciting projects that make a real difference for our clients.


Match made in heaven?

Apply directly via the application button “Apply Now” and submit your CV and cover letter.

If you have any questions or if you require further information, you can contact Diego Bergamin on +31 6 42 82 17 21 or send an email to recruitment@nomios.nl.


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