Service Delivery Manager

About the company

Our client is one of the fastest-growing neutral data center providers in Belgium. In addition to data center outsourcing at their facilities, they offer a wide range of related telecommunication services.

By providing high-quality infrastructure and 24/7/365 customer support, business continuity is ensured. Excellent service and a strong customer-oriented mindset are their core values. Due to ongoing growth and several large projects, we are looking for a technically and commercially skilled individual to join the team full-time as a Service Delivery Manager in this versatile role.

Place within organisation

The Service Delivery Manager (SDM) role focuses on customer implementations and service management. This position reports directly to the Operations Director (OD) and indirectly to the Chief Operating Officer (COO) or, in their absence, to the Chief Executive Officer (CEO). Along with other responsible personnel within the company, the data center operators serve as direct subordinates. The SDM works closely with data center operators and acts as the internal point of contact within the operations department across multiple locations, including supporting the sales team.

Externally, the SDM interacts with auditors, suppliers, and customers to provide support. However, this position is not part of the management team.

Role description

The primary responsibilities include managing and executing tasks related to customer implementations and service delivery, ensuring that all customer installations comply with legal standards and operate optimally in terms of stability and availability. Other key areas include SLA management, cost efficiency, security, and maintaining maximum customer satisfaction.

Areas of Responsibility

Operational Responsibilities:

• Collaborate closely with the Operations Director to organize the operations department effectively.
• Ensure that the operations team remains motivated and committed to achieving clear objectives.
• Oversee the management of all customer installations according to supplier guidelines.

Facility Responsibilities:

• Support the facility team by monitoring and coordinating activities, ensuring power usage monitoring per customer.
• Assist in integrating standardized systems across all locations.
• Provide facility-related reports when necessary.

Service Delivery Responsibilities:

• Support, design, and implement customer requests as needed.
• Assist the management team in preparing customer proposals.
• Serve as the technical and operational liaison between the data center and customers.
• Maintain the highest quality standards for service delivery and act as a second set of eyes for the Operations Director (OD) and COO.
• Regularly assess data center efficiency regarding customer installations and suggest necessary adjustments in consultation with the OD and COO.
• Ensure customers receive installations at optimal conditions, with approval from the OD and COO.
• Manage, support, and oversee subcontractors and in-house staff to implement approved solutions.
• Utilize technical expertise to reduce costs in customer installations and energy consumption.
• Generate ideas to streamline compliance with SLA standards.
• Propose and implement corrective actions in collaboration with the facility team, OD, and COO.
• Design solutions for possible upgrades and expansions.
• Continuously develop and optimize the role based on customer and company needs.

Process Responsibilities:

• Ensure compliance with external regulations.
• Develop and implement guidelines for customer installations, troubleshooting, change management, dedicated activity monitoring, and timely status reporting.
• Support management in updating quality systems to achieve and maintain necessary certifications.

Additional Responsibilities:

• Act as a technical expert for the sales department and assist in negotiations.
• Provide support for tenders and proposals when required.
• Advise the management team on technical matters.
• Take an active leadership role in executing the responsibilities outlined above.
• Due to the 24/7/365 operational nature of the business, participate in an on-call rotation to ensure continuous customer support.

Job Requirements

• Analytical and ambitious individual with a higher education in Electromechanics or experience working with electrical installations, cooling systems, or maintenance operations.
• Customer-oriented mindset with preferably initial experience in sales.
• Interest and knowledge in HVAC systems, electricity, power generators, UPS systems, data cabling, and access control.
• Fluent in Dutch and English.
• Proficient in Microsoft Word and Excel.
• Ability to remain calm under pressure, especially in crisis situations, with a hands-on mentality.
• Possession of a Category B driver's license.

What We Offer

• A varied role in a growing company with a strong reputation, backed by continuous investments in innovative projects.
• Attractive salary with excellent employment conditions.
• A pleasant and flexible work environment in an expanding company.
• Opportunities for continuous learning, skill development, and career growth.
• Comprehensive training and support from the data center team.