We are looking for a wor­ldclass Service Delivery Manager in Brøndby or Aarhus


Role Purpose

The Service Delivery Manager from Orange Cyberdefense are responsible for maintaining strong customer relationships and for improving our services to maintain high customer satisfaction.

The SDM will both enable and drive a proactive business-level dialogue and a performance management approach that is focused on maintaining a service culture and delivering value.

The SDM form the basis for measuring, communicating, and improving customer value, both real and perceived which drives optimization of the return on the customer IT investment.

The SDM oversees the delivery of services or service technology to our customers. Ensuring consistently high service performance and evaluates customer feedback to contribute to quality improvement processes.

The SDM ensures that services are delivered within given SLAs and OLAs and acts as an escalation contact. (Incident, problem, and escalation are handled by Service desk functions). The SDM is also engaging with the customer to plan, monitor and implement solution in collaboration with delivery teams and vendors. Establish and maintaining a relationship between IT and the business, to increase the value realized from IT assets, investments, and capabilities. The SDM is responsible for understanding the customer business, assisting in the prioritization of projects, ensuring that projects align with the customer IT strategy.

The SDM is a liaison between IT and the business units, and a trusted advisor to the customer.

Key Responsibilities

The key measures of success for this role are:

  • Operational excellence and efficiency in delivery of professional services, customer support and managed services
  • Driving the customer satisfaction within the delivery of professional services, customer support and managed services
  • Promoting overall customer health and in turn customer retention

The key responsibilities and deliverables are:

  • Maintaining positive relationships with customers by having regular meetings with purpose to identify customer needs and overseeing service delivery within the company context
  • Works across technical and business teams to achieve results, and to ensure the right quality of work is achieved
  • Liaises with customers on Service Level Agreements (SLA’s)
  • Point of escalation and contact internally and externally for service delivery issues
  • Management and ownership for all priority 1 service issues
  • Following up on tickets to ensure efficient progression from both us and the customer
  • Ensures that operational methods and procedures are documented, maintained, and reviewed regularly to maintain effectiveness
  • Proposes service improvements (CI) based on customer feedback and own findings
  • Liaise and engage with other business units at the customer to research specific topics of interest to Orange Cyberdefense services and support
  • Ensuring customers’ priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated.
  • Maintain an awareness of current and proposed technology issues and concerns within the IT security industry and recommend potential solutions to meet expectations and forecasted requirements
  • Look for opportunities to leverage technology to achieve customer business unit objectives.
  • Stay abreast of new technologies and their ability to provide a competitive edge to assigned systems.

Skills & Experience

The Service Delivery Manager have strong operational experience in managing the delivery of services and support for demanding enterprise customers. They have a technical background and base level of technical awareness and ideally experience of working in a security focused professional services business.

Service Delivery Manager commit to following qualities/experience:

  • Ability to deploy empathy to customer needs
  • Identify potential win-win opportunities for customer and own organization
  • Establish realistic expectations to support development of mutual trust
  • Communicate both good and bad news to avoid surprises
  • A strong passion for customer service and excellence
  • Ability to work under pressure
  • An attention to detail and meticulous planning and execution
  • Ability to gain consensus amongst disparate teams
  • High levels of empathy and a strong customer support mentality
  • Enthusiasm and professionalism
  • Service Improvement - Initiate and deliver service improvements against service metrics
  • Ability to own issues from beginning to a successful resolution
  • Good communication and presentation skills
  • Excellent communications with 3rd parties, vendors and senior managers
  • Flexible and resilient nature

The following are highly desirable technical skills:

  • Good understanding of network and security technologies
  • Good understanding of ITIL and similar IT Service Management frameworks
  • Good understanding of the typical enterprise customer security and network solutions
  • Familiarity with the major vendors in network security
  • Understanding and experience of data manipulation and reporting tools

Application

Send your CV to hr@dk.orangecyberdefense.com. If you would like further information, please contact HR Manager Bettina Nyberg on 2322 7568.

We process applications and call for interviews on an ongoing basis.

We look forward to receiving your application!

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