Western Europe Broadpin - Service Delivery Manager
Broadpin · Belgium
IT Services and IT Consulting · 501-1,000 employees
About the role
The Service Delivery Manager acts as the primary point of contact for customers to ensure IT services meet business objectives, budget, and quality standards. They are responsible for monitoring service levels, managing incident processes, and fostering strong client relationships to drive continuous improvement.
What they look for
Requirements
Candidates must possess professional proficiency in both French and English with 3-5 years of experience in customer communication. A strong customer service orientation, interpersonal skills, and the ability to act as a consultant and project leader are essential.
Benefits
Full description
Within Broadpin the Service Delivery Manager bridges the gap between operations and customer: operating as the first point of contact for our customers, business, and other stakeholders to ensure that the IT services are met according to the terms of service level, business objectives, resources (time and budget) and quality.
- Define, document, agree, monitor, measure, report and review the level of IT services provided according to company0s governance model.
- Maintain and improve the relationship and communication with both the customer and the internal organization.
- Ensure that specific and measurable targets are developed for all IT services.
- Monitor and improve customer satisfaction in aligment with Manager Service Delivery.
- Oversee incident management processes, ensuring timely response, resolution, and effective communication with clients during service disruptions.
- Build and nurture strong client relationships by acting as the main point of contact for escalations, addressing concerns, and proactively identifying opportunities to enhance the value delivered.
- Implement best practices, standard operating procedures, and processes that contribute to efficient service delivery and continuouis improvement.
Must-Have Skills:
- Professional proficiency in French
- Professional proficiency in English
- 3-5 years of experience in communication with customers.
- Strong customer service orientation, able to demonstrate strong interpersonal skills and a proactive attitude.
- Ability to act as consultant, advisor, customer advocate, and project leader for our clients. Assess customer feedback to facilitate the necessary improvements.
- Ability to communicate effectively and interact with cross-functional teams.
Broadpin is a great place to work and develop your career.
By joining Broadpin, you will become part of a global organization with professionals from over 20 nationalities, delivering projects for both local and international customers. We value people, encourage personal growth, and support our employees in achieving their professional goals.
In addition to our dynamic and entrepreneurial way of working, we offer:
- A competitive salary and benefits package.
- Flexible working arrangements, including remote working opportunities.
- Training and development programs to support your personal and professional growth.
- The opportunity to work on international projects with leading global customers.
- A collaborative, multicultural, and supportive work environment.
- Career growth opportunities within a rapidly evolving organization.
- A fun, fast-paced, and international workplace culture.
