Cloud Solutions Service Manager ()

Beschrijving:

Within our Infrastructure Services department we are looking for a Service Manager specific within our Cloud portfolio, with as prerequisite a good technical understanding of cloud solutions and underlying hardware.

You may work at various levels, from participating to the pre-sales cycle to the transition / transformation phases and actual service execution / delivery.

As Service Manager you will be expected to take a leading role and overall responsibility for Service Design quality, helping to develop a customer service policy for an entire organisation, managing a team of customer services staff, or handling face-to-face enquiries from customers.

For the delivery aspects of your work, you are in charge of the respect of the Service Level Agreement(s) signed with our customers : you understand and satisfy your customers’ requirements, you are in charge of the quality delivered to your customers and you ensure that the service organisation fully satisfies your customers’ needs, and aim at exceeding their expectations

Typical activities are likely to include some or all of the following:

• In line with customer requirements, you develop, describe and write quotes for managed service
• You provide help and advice to customers using your organisation’s solutions
  You communicate courteously with customers by telephone, email, letter and face to face, and are keeping accurate records of clients discussions or correspondence
• You visit customers to provide a one-to-one service
• You develop customer service procedures, policies and standards for your organisation or department
• You analyse statistics or other data to determine the level of customer service your organisation is providing
• You are responsible for issuing refunds or compensation to customers and develop feedback or complaints procedures for customers to use
• You meet with other managers to discuss possible improvements to customer service
• You may be leading or supervising a team of customer service staff; you are involved in staff recruitment and appraisals; you train your staff to deliver a high standard of customer service
• You keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses, and learn about your organisation’s products or services and keeping up to date with changes.

• You are above all an enthusiastic, motivated and dedicated leader, with a self-supportive attitude and a real service / customer service mindset, and with as main aim to provide excellent customer service. You demonstrate a high level of ownership and take a leading role in the construction of a service management architecture
• You have a bachelor level or equivalent by relevant experience
• You demonstrate experience of working in an IT service management capacity and have experience in designing and implementing service management solutions. In this role you can demonstrate a proven project and associated service management approach. You are able to select and apply service management principles and techniques in client operational environments. You conduct and animate (pilot) meetings, plan service-related activities next to your own work and priorities, and you run different projects in a simultaneous way
• You are familiar with process management approaches (ITIL or equivalent). An ITIL Service Delivery qualification would be a real plus
• Solutions orientation : your experience and competences allow you to quickly develop a practical knowledge of our solutions portfolio. You are able to present it in a targeted way, highlighting their strong or weak points, and their impact on the clients’ business, processes and activity sector
• Business Acumen : you show a unique capability to understand the client’s organization, analyse and strategically translate it into priorities and adapted responses.  Accordingly, you are able to interpret the financial and business context of your clients and to translate these into service contracts
• Advising / counselling skills : you listen to your clients, detect and analyse their (new) needs, make proposals, orient and put their needs, requests, and possible initial choices into perspective in the choice of a solution
• You have a good understanding of all the Lifecycle Service Management processes and supporting products
• You have proven people management skills, demonstrate relationship-building and excellent communication and presentation skills : you communicate and present with conviction, and in a clear, argumented and attractive way, and adapt the communication style to the target public
• You are fluent in Dutch (mother tongue or equivalent), and have excellent command of English and an operational level of French

Sogeti is the perfect place to bring your passion for IT into play and learn new skills. You will be given the opportunity to develop your career through interesting projects, and your evolution will be monitored closely by your line manager and HR team. Moreover, you will be encouraged to attend training courses to broaden your knowledge and obtain certifications. You can also count on an attractive salary and fringe benefits (e.g. company car).

Our contact person for this vacancy is Nathalie Nicolas

With a staff of around 1,100, Sogeti BeLux holds a prominent position in the IT services sector in Belgium, and is the main provider of IT services in Luxembourg. Sogeti BeLux is part of the Sogeti group, which employs over 20,000 IT professionals around the world. We provide a broad range of IT services in three lines of business (Application, Infrastructure and Testing Services) and seven domains of expertise (Business Intelligence, Enterprise Content Management, Application Management & Modernisation, Cloud Computing, Desktop & Unified Communication, Mainframe-Destination z and Testing). As diligent business partners, we endeavour to provide solutions suited to our clients’ needs. Our staff members’ passion for IT, skills and professionalism are highly valued by our clients. We take pride in our staff’s commitment and help them in every way we can to achieve their career objectives.

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