Package Description
Full details on application
Relocation assistance provided (if applicable).
Job Introduction
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.
Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.
Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.
Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.
What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.
Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.
If you share our values then join with 60,000 colleagues globally who are equally as passionate about delivering great service as you.
Main Responsibilities
To support our team at one of our prestigious customers in Brussels, we are currently looking for a Service Delivery Manager.
Tasks and responsibilities:
- Reporting to the Contract Manager
- Management of the IT Service Delivery Team including responsibility for Service Desk, Desktop Support, Application Support and staff appraisals.
- Definition of the service level agreements (SLA) in relation to the contracted services, ensuring the SLAs are respected; service quality and client expectations are met or exceeded as well as profitable.
- Effectively monitor, control and support service delivery. Ensuring systems, methodologies and procedures as followed.
- Build and maintain client relationships.
- Produce management- and account performance reports to agreed schedule or upon request.
- Attend client service review meetings covering performance, service improvements, quality and processes.
- Implement and facilitate workshops and training courses.
Successful Candidate
Knowledge and experience:
- A minimum of 3 years experience in the IT industry, with a previous experience of IT Service Management.
- Experience of working with public sector clients (specifically with commercial involvement).
- Foundation level understanding of Project Management.
- Ability to manage suppliers, partners and distributors.
- Strong people management skills.
- Tenacious problem solver, will own issues until full resolution.
- Strong report and relationship building skills with both internal departments and external customers.
- Excellent networking skills, ability to navigate organizations and build strong relationships with C level leaders.
- Strong negotiation skills.
- Good level of business- and commercial awareness.
- Ability to create moments with a WOW factor for the customers.
- Strong organisational-, time management- and prioritization skills.
- Able to take a creative approach to situations and problem solving.
- A qualification in ITIL V3 Foundation is desirable.
Language and communication skills:
- Fluent in French and English (level C1 or higher)
- Excellent communication skills, both written and verbal with great attention to detail.
--
Important:
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law. Applicants are reminded that they will be requested to produce such documentation during the recruitment process. Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.
Data Protection:
When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request. You may submit a written request revoking your consent to this agreement at any time.
About the Company
Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with 60,000 employees worldwide.