Job Summary

You will be part of our Team in Luxembourg and you report to the Service Delivery Team Leader and the Directors of Econocom PSF S.A.

Requirements

 Responsibilities

- Implementation of a successful service delivery approach throughout the team, resulting in SLA achievement, high level of customer satisfaction and a healthy budget.

- Ensuring backup of SLA contracts through (internal) operational agreements and improving the client profitability.

- Negotiation of contracts with clients in collaboration with the Sales organization and Econocom PSF Direction.

- Senior escalation contact point for commercial issues, customer complaints, escalations in the complaint-to-resolution process in close collaboration with the Service Delivery team.

- Identifying service delivery needs, priorities and opportunities, and improving customers satisfaction.

- Proactively identifying, mitigating, and tracking recurring customers' services issues.

- Reporting to Management on performance and customers relationship.

- Building a strong relationship with key people within our clients' organization.

- Reporting to customers on services delivered against SLA's (KPI based) and performance, and chairing the service delivery meetings.

- Managing all projects or service delivery activities in collaboration with technical teams, project and stakeholders.

Profile

- University level degree or equivalent through experience.

- At least 3 years of proven service delivery management experience, managing services contracts, or complex project management.

- Experience in coordinating several projects in complex and large environments, preferably on Public and Private Cloud environments.

- ITIL concepts are part of your daily work, you manage to apply them into practice and convince others of the added value.

- Independent diplomatic personality.

- Communication skills with business.

- Experience to take the lead in the service review and steering meetings with the customer.

- A strong sense of priority setting, highly organized and detail-oriented.

- You are result driven, have a service mined and pro-active attitude.

- Experience in infrastructure and end-user computing environments (is a plus).

You typically

- Keep a good balance between directive democracy and a coaching, motivating management style, applying a good understanding of team dynamics.

- Are familiar with multi-cultural and international work environments.

- Are Fluent in English and French (any additional language is a plus).

- Feel at home in complex environments.

We offer

- A competitive & challenging function in an innovative services company with room for initiatives.

- An attractive salary package, company car, group insurance and extended hospitalization plan.

- At Econocom you will operate in a professional environment where entrepreneurship is encouraged.