Infrastructure Service Delivery Manager

Your responsibilities

• Account management:

• Acts as a single point of contact for NATEK customers for delivery, builds and maintains client relationships both internally and externally

• Investigates customer needs, detects, generates, and influences on customer needs

• Builds forecast of current and future results as headcount and gross profit

• Provides and indicates added value coming from all types of NATEK services (all business lines)

• Delivery Management:

• Works out strategies to maintain, improve and develop service delivery

• Executes policies and quality processes, designed to ensure consistently high service performance, monitors employees’ and evaluates customer feedback to improve quality processes

• Defines and /or executes Service Level Agreements (SLA’s) in relation to contracted services

• Regularly reviews SLA’s efficiency and Quality processes to drives the service owners to deliver at the committed level

• Ensures that the service delivery process is effective by minimizing the cost incurred in the processes with the objectives to decrease costs, and increase Gross Margin

• Controls administration tasks related to delivery

• Benchmarking on Technologies:

• Monitors trends and emergencies of new technologies to anticipate the evolution of the company offers

• Keeps informed on industry news and trends, products, services, competitors, relevant information about legacy, existing, and emerging technologies, plus the latest product-line developments

• Builds education platforms and forum to increase competency level of the technical forces

• People Management:

• Responsible for hiring, building, shaping, educating, motivating and career development of IT teams

• Team and people management for given project/s and/or Customer/s

• Leads annual appraisal process with support of HR

• Initiates, implements, and monitors the plan/progress of workshops, training courses, certifications, with the reference to service delivery

• Administration tasks resulting from people management, e.g. expenses, TO, attendance, vacation

Our requirements

What we offer

• 3 steps remote recruitment process:

• interview with Talent Acquisition

• interview with Vice President

• interview with SDM and Operations Manager

The role summary

A Service Delivery Manager (SDM) has the responsibility to manage infrastructure service delivered by NATEK to customer/s in a selected territory. SDM has also an active participation to the account/s development. Committed to the expansion and success of the business, a Service Delivery Manager:

• Prospects customer’s needs to increase the revenue, margin, profit and headcount of the company

• Supervises the delivery of services for customers and coordinates activities

• Manages teams (is responsible for people and attrition management, development and motivation of IT employees and suppliers)

• Surveys trend of technology changes in the company market and proposes offer evolution

• Supports Sales department to answer Bids or Requests for existing or new customers

SDM is a bridge between the NATEK teams (Sales, Recruitment, HR, Finance, Office Management, IT employees and external suppliers) and customer. The person monitors trends in technology and services and brings them to the attention of supervisors and function heads, which may result in bringing new services to the portfolio of NATEK.