ict senior service delivery manager – service delivery eu segment

The candidate will be responsible for the Service Delivery of Services to EU Institutes and agencies. The ideal profile will have a mixture of customer facing skills and stakeholder management. He/she will be able to initiate and or facilitate business expansion via technology and will have the drive to be an all-around player in field.

Duties & responsibilities

• Deliver the Operational execution of FwCs (Framework Contracts) within the frame of the defined SLAs for European Institutions and International Projects.
• Participate in overall project management, time & resources estimation and required scheduling to successful Service Delivery.
• Ensure that Services are delivered in compliance with the in-place processes, methodologies, defined KPI’s/SLAs and contractual obligations.
• Identify and manage engagement risks and proactively flag major issues.
• Setup, manage and support involved teams on a day to day basis.
• Monitoring the performance on a daily basis and further optimize efforts and costs.
• Manage customer expectations and relationship.
• Prepare and participate in the weekly/monthly engagement meetings/reports.
• Participate in the preparation of customer proposals and statements of work.
• Contribute to analyzing client processes and introduce innovative solutions that leverage technology to provide efficiency improvements and better user experience.
• Be the client's Ambassador internally, ensuring that the client's issues are addressed on time and successfully.
• Measure and Improve Customer Satisfaction to achieve exceptional Customer Experience.
• Develop a partnership with the client and support sales activities in order to propose technological solutions and identify opportunities that support growth.

Required Skills

• BS/BEng Degree in a related field such as Computer Science or Engineering.
• 7+ years of experience with significant part in ICT Service delivery and/or Service Desk/Technical Account management.
• Account/engagement management in EU Institutions and bodies as well as managing and working with partners and Hybrid teams.
• Ability to establish solid working relationships with clients, plus the ability to work effectively as a virtual member of a dynamic, dispersed team and to meet deadlines.
• Experience working with distributed teams on client side.
• Strong interpersonal, organizational, leadership and stakeholder management skills.
• Excellent oral and written communication skills, solid documentation, presentation and planning skills in English.
• Self-motivated, multitasking, reliable to deliver on time, a quick-thinker, able to work in a fast-paced work environment.
• ITIL v3 or v4 Foundation Certification.
• Ability to travel.

 Preferred Skills

• Good knowledge of Public Cloud Related projects and services (O365, PowerApps, Azure or AWS) and/or certifications (Architect level).
• Good knowledge of Infrastructure, Data Center and Cloud solutions.
• Good knowledge of scripting and IAAC.
• Good knowledge of Configuration Management processes and CMDB solutions.
• Experienced in delivering solutions via CI/CD.
• Familiarity with compliance and security standards such as ISO 9001, 27001.
• Familiarity with data privacy regulations (GDPR) and best practices.
• Project Management Experience and Certifications (CAPM, PMP, Prince2 etc.).