Microsoft Dynamics 365 Service Delivery Manager

Job Reference: CWS-060522

Location: The Netherlands/Remote

Type: Full Time

Start date: ASAP

End date: xxxx

Service Delivery Manager

My client, an international Consultancy Partner, seeks an experienced Service Delivery Manager with relevant knowledge of Microsoft Dynamics 365 business applications. 

Description

The Service Delivery Manager (SDM) will be the operational lead in a dedicated, multi discipline team of customer service engineers, responsible for delivering the highest level of quality and value in managed services for selected customers. At the same time, he or she will be responsible for improving customer relationships, satisfaction (CES/CSAT), communication, service levels (KPI) and service contracts.

Using DevOps as a way of working, the SDM manages the backlog, Sprint planning, Daily Stand-Ups and Sprint reviews with his team and customers. When needed, the SDM will adjust planning to prioritize major incidents or escalations to be resolved. As a Team Leader, the SDM will help the team achieve (performance and improvement) goals, career objectives and stimulate a continues learning mindset.

To be a successful Service Delivery Manager, you should demonstrate strong leadership, a customer obsessed attitude and stellar teamworking skills. You should also possess excellent communication and analytical skills, be proactive and results driven. As a Service Delivery Manager, you will be part of the Service Delivery Team and report to the Team Lead Service Delivery within HSO International.

Service Delivery Manager Responsibilities:

  • Leading and improving a high-performance DevOps customer support team;
  • Maintaining positive relationships with customers, aiming for business growth;
  • Identifying customer needs and overseeing service delivery within the business context;
  • Being accountable and approachable when managing incident escalations, ensuring the team’s processes and tasks are carried out efficiently;
  • Managing financial contracts (SLA) and budgets for assigned customers;
  • Determining ways to reduce costs without sacrificing customer satisfaction;
  • Assessing customer feedback and using your creativity to establish, improve, and refine services;
  • Building partnerships and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for issues that may arise;

Requirements

You are

  • A capable and organized manager, creating ownership with your team for successful and high-quality service delivery;
  • Successfully managing the hybrid transition from Delivery Project to Managed Service Operations for new customers;
  • Using empathy, feedback, and coaching to build your team and drive performance;
  • Always looking for ways to add new and valuable services to the SLA and to the proposition;
  • Creating challenging and motivating goals to further professionalize the skills in your team;
  • Constantly developing your own skills and knowledge;
  • Able to deliver the highest level of managed services to our customers;
  • Performance driven, average is not what you are or look for in your team;
  • An avid supporter of the DevOps way of working;
  • Motivated to maintain positive relationships with customers, aiming for business growth;
  • Skilled at identifying customer needs and overseeing service delivery within the business context;
  • Accountable and approachable, ensuring the team’s processes and tasks are carried out efficiently;
  • Good at assessing customer feedback and using your creativity to establish, improve, and refine services;
  • Good at building partnerships and liaising with team leaders or individual contributors in the organization;
  • Located in and legally allowed to work in the EU, and do not require sponsorship
  • Max. file size: 16 MB.
Centum Recruitment International  Suppliers of high calibre IT and business professionals
Centum Recruitment International 
Suppliers of high calibre IT and business professionals