Cloud Solutions Service Manager ()


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

Bij Sogeti vind je de ideale omgeving om je passie voor IT te beleven, je kennis uit te breiden en je carrière verder uit te bouwen. Je krijgt de kans om mee te werken aan interessante projecten en je zal regelmatig worden opgevolgd door je manager en ons HR team. Bovendien kan je gebruik maken van een brede waaier aan opleidings- en certificatiemogelijkheden. Uiteraard kan je rekenen op een motiverend salarispakket met extralegale voordelen (inclusief bedrijfswagen).

Onze contactpersoon voor deze vacature is Nathalie Nicolas

Met 1.100 medewerkers is Sogeti Belux een belangrijke speler in de IT-services sector in België en dé nummer 1 in Luxemburg. Sogeti Belux maakt deel uit van de Sogeti groep die wereldwijd meer dan 20.000 IT-ers samenbrengt. Wij bieden onze klanten een breed gamma aan IT-diensten in 3 disciplines (Application, Infrastructure en Testing Services) en 7 expertise domeinen (Business Intelligence, Enterprise Content Management, Application Management & Modernisation, Cloud Computing, Desktop & Unified Communication, Mainframe-Destination z en Testing). We zijn echte partners voor onze klanten: we luisteren naar hen en bieden hen oplossingen op maat. Onze medewerkers onderscheiden zich door hun passie voor IT. Hun competenties en professionalisme worden gewaardeerd door onze klanten en daar zijn we trots op. Wij ondersteunen hen in het bereiken van hun professionele doelstellingen.



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