Service Delivery Manager

We are Nomios! Our purpose is to make sure that every company in Europe is and stays “secure & connected”. With our expertise in cybersecurity and network infrastructure, we build secure digital infrastructures. Already for more than 20 years, with 1200+ Nomios experts in 10 European countries. And we’re still expanding! Because we don’t intend to slow down, we’re searching for exceptional talents to join our team and make Nomios even smarter and better. Are you our new: Service delivery manager What would your job entail? At Nomios, we deliver complex cybersecurity and networking solutions that help organizations protect and transform their digital infrastructure. Our offering combines leading technologies with consulting, professional services and managed services, enabling us to deliver solutions and services that have a significant and lasting impact on our customers’ security environments. In this context, the SDM is our specialist in managing Managed Services and Support contracts and thus further contribute to increasing customer satisfaction and the expertise of Nomios as organization. You fulfil the role of tactical contact person (SPOC) during the operational contract phase and ensure an efficient relationship between the customer and all service providers. Responsibilities of a Service Delivery Manager at Nomios include: Based on the analysis of the SLAs and the monthly reports, assure the customer of the contractually agreed services On a regular basis (monthly or quarterly) organize Service Review Meetings with the customer and answer all customer questions in a timely manner in accordance with the contract terms Take the initiative to initiate corrective action plans, if necessary, and continuously improve our services Define, monitor and optimize the profitability of your customer contracts Organize internal Account Team Meetings with key stakeholders Initiate escalation procedures yourself and effectively execute them with manufacturers, suppliers and third parties Process and follow up change and service requests to successful implementation for our managed services customers Document and share acquired knowledge with colleagues Regular customer visits for meetings and consultations, but hybrid working is possible What are we looking for in our Service Delivery Manager? Preferably at least a bachelor's degree in Telecom, IT and/or Security At least 3 years of experience in a similar service management position Experience with management of IT projects, drawing up and monitoring action and/or improvement plans You have basic knowledge of network and security technologies You have good knowledge of contract management, SLAs, SIPs and finance You have experience with ITIL and preferably an ITIL certificate Ideally, you have basic product knowledge of our vendors (such as Juniper, Fortinet, Palo Alto, …). We are looking for a very customer-oriented person: you understand our customers perfectly, what they ask from Nomios and what they need You are stress-resistant in all situations (especially during escalations) and solution-oriented. With an eye for detail and your strong communication skills, you proactively tackle any problem You have experience with structured and project-based follow-up of business-critical changes You are fluent in spoken and written French, Dutch, and English, since you will be working with customers in Wallonia, Flanders and Brussels You already live in Belgium, which makes it easy to come to our office in Zaventem Interesting? What’s in it for you? In addition to a competitive salary and bonus plan based on individual targets, you can expect the following: Company car, charging card in Belgium, phone, laptop, insurances, FIP plan, … We are a #GreatPlaceToWork, meaning our own team thinks we’re doing a pretty good job of keeping things supportive and fair Plenty of flexibility to work from home, by mutual agreement We offer a vibrant work environment with a small and close team where diversity is a strength, and everyone makes a difference - without the barriers of strict hierarchy Lots of fun team buildings and activities such as After Work drinks Convinced? We are looking for you! Don't hesitate and apply: get in contact with Marieke Verhulsdonck, HR Business Partner, via: [email protected] or +32 487 19 40 14 . Not sure you tick all the boxes, but this job description makes you excited to join our team? Don't let this stop you and apply for an interview!