Service Delivery Manager – Service Integration

  • Job category IT
  • Employment Fulltime
  • Reference number VAC-10013665
  • Location Den Bosch
  • Contract type Secondment via YER
  • Industry Engineering, High Tech, Industrial, IT & Telecom

About this vacancy

The Service Delivery Manager is responsible for the agreed service delivery to the sites. The Service Delivery Manager is designed as escalation instance and

responsible if service delivery does not meet expectations. The Service Delivery Manager keeps in touch with operational users of the IT services.

There is a global Service Delivery Management and one on the sites / in regions with close interaction. Refer to ‘Key Responsibilities’ for task split and collaboration.

Job description

Key Responsibilities

  • (A/R): Train global user community how to use the IT Support processes; Introduce and monitor this company IT standards and IT Security
  • (A/R): Create service level reports for sites / regions: Summarize service levels and provide service level reporting towards the business. Monitoring of the provision of services to all defined locations
  • (R): Provide correct charging towards the business sites. Explain invoices to local business.
  • (AR): Record and handle user complaints; Being first contact person for any enquiries for the business sites on an operational level (not single user related). Ensure that customer and user complaints as well as escalations are handled
  • (R): Steering of local Service provisioning: Steers advised by the provider manager the local provider / local OSS team
  • (R): Collect local requirements in regard to global projects
  • (R): Being caretaker for the business sites on an operational level
  • (R): Provide feedback about service performance for Service Owner. Stimulate continuous service improvement
  • (R): Record local demands and hand them over to BRM

Key Result Areas

  • Satisfied end-users and local business: Excellent business service perception
  • Agreed and acceptable amount of open tickets and resolution times
  • Completed IT budget process with business

Key Processes Supported

  • Provision of services
  • Escalation process
  • IT Budgeting process local entities

Sourcing / Location Considerations

  • Internal
  • Regional role

Company

This company is a technology conglomerate that focuses on mechanical engineering such as process technologies and components.Production and manufacturing processes inherently require the use of significant energy and natural resources. As a global processing solutions provider across many industries, this company plays an important role in helping customers produce efficiently and sustainably.

Offer description

You will be employed by YER and seconded to this company. We offer:

  • Excellent Remuneration (depending on level of expertise)
  • Good employee benefits (e.g. work-life balance, pension, commuting allowance or potentially a lease car)
  • Intensive support for international candidates (Including, Visa support, 30% rule, Free Dutch lessons, tax-return and accommodation assistance)
  • Community/network/assignments with other technology professionals from a variety of our multinational clients; ASML, Philips, NXP, KLM, Rabobank, Siemens, MSD, Canon etc.
  • Development opportunities, full access to the New Heroes training portal & the YER Talent Development Programme with a personal coach
  • Excellent guidance from your consultant and YER's back office
  • Events and master classes with interesting speakers and attractive companies

Candidate profile

Knowledge / Skills / Experience

  • Understand the business, process and user requirements of the dedicated area
  • Having deep knowledge of the provided IT service
  • Caretaker mentality
  • Customer (as in business, sites, locations) Management skills
  • Caretaker mentality
  • Having deep knowledge of the provided IT service
  • Escalation and de-escalation Management skills
  • Strong leadership, communication and organizational skills
  • Strong negotiation and mediation skills