ITAM - Service Delivery Manager

Why SoftwareOne?

Here at SoftwareOne, we give you the flexibility to unleash your creativity, without limits. We encourage autonomy and thinking outside the box — and we can’t wait to hear your new ideas. We truly believe in work-life harmony, and our people are our greatest asset. We go the extra mile to ensure you’re happy here, and we want our people to be their authentic selves at all times, because that’s when real creativity happens.

The role

We are looking for an experienced and driven Service Delivery Manager (SDM) to join our team, focusing on supporting our ITAM & Digital Supply Chain customers. As an SDM, you will ensure the seamless end-to-end delivery of services while maintaining a focus on customer satisfaction and service quality. You’ll work closely with cross-functional teams, track performance metrics, and proactively resolve issues to elevate service excellence.

You will be the main point of contact for clients, forging strong relationships and refining service strategies to meet their evolving needs. Your expertise will contribute directly to the growth of the business by delivering high-quality services that exceed client expectations.

What You’ll Do:

1. Customer Satisfaction (CSAT): Prioritize customer satisfaction and build long-lasting client relationships through positive experiences.
2. Service Delivery Oversight: Manage end-to-end service delivery, ensuring standards, metrics, and contracts are met.
3. Client Relationship Management: Serve as the primary contact, addressing concerns and maintaining transparent communication.
4. Performance Monitoring: Track and analyze service metrics to identify trends and areas for improvement.
5. Issue Resolution: Address operational issues promptly, investigate root causes, and implement corrective actions.
6. Service Improvement: Continuously seek opportunities to optimize processes and resource allocation.
7. Strategic Planning: Collaborate internally to align service strategies with client goals.
8. Risk Management: Identify risks and develop mitigation strategies to ensure minimal disruption.
9. Feedback Gathering: Regularly collect feedback to refine services.
10. Service Expansion: Explore opportunities for upselling or cross-selling services.
11. Team Collaboration: Work with project managers, technical experts, and support teams for seamless service delivery.
12. Contract Management: Manage SLAs and contractual agreements, ensuring compliance.
13. Reporting: Generate reports and dashboards on service performance and opportunities.
14. Budget Management: Oversee budgets, optimize resources, and identify cost savings.
15. Continuous Learning: Stay updated on industry trends and best practices.

What we need to see from you

1. Relevant Experience: Several years in client-facing roles, project or program management, or the service industry, with experience in ITAM or Digital Supply Chain solutions.
2. Communication Skills: Effective communication with clients and teams, simplifying complex information.
3. Customer-Centric Mindset: Commitment to client advocacy and improving customer experience.
4. Leadership: Ability to motivate and lead teams, ensuring clear communication and positive work environment.
5. Expertise in ITIL: Strong understanding of ITIL principles, with hands-on experience in service delivery and SLA management.

Job Function

Software & Cloud

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities. If you require adjustments during the recruitment process, email us at (contact email). Please include the role and your country. We will discuss your needs and make every effort to accommodate you, ensuring your information is stored securely and confidentially in line with GDPR.

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