Service Delivery Manager Fixed & Mobile Telephony - Ypto

1070 Near Brussels Midi Station, Brussels BE

You manage the customer (SNCB) and the supplier relationships from a to z and you act as SPOC.

You manage and optimize the mobile telephony and M2M fleet, follow up the new SIM requests and monitor data consumption through reporting. You ensure the follow-up of coverage improvement according to the agreed SLA’s and OLA’s including follow-up of the financial budget.

You manage the fixed telephony and support the migration of the Infrabel current solution to the new Telephony Teams solution, according to the agreed SLA’s and OLA’s including follow-up of the financial budget.

You report to the Team Lead Business Service Management and work in co-operation with the Telecom Manager who reports to the Head of Operations.

Your main responsibilities are:

  • Negotiate and monitor SLAs/OLAs with the customer/supplier to ensure continuity of services
  • Coordinate the actions internally and follow them up (budget adjustment, adaptation processes, communication, ...)
  • Align with stakeholders involved (Business Area Leads, Teamleads, Manager ...) in preparation for the topics to be discussed with customer/suppliers and organize the Service Review Meetings
  • Follow up and inform the internal stakeholders regarding the following domains: Problem Management, Change Management including Service Requests, Incident Management, Release Management Process, Service (Level) Management
  • Distribute reports as agreed in Governance, progress reports (interim and monthly), SLA reports, planned interventions and ad hoc reports
  • Continuous improvement: collect the improvement proposals from the customer/supplier with regard to the existing services and communicate them internally
  • Manage/monitor knowledge of services and stay informed of best practices/trends in the service management market and technological developments in the market

Your profile

  • Master degree in Telecom/Electronic or equivalent through experience
  • At least 10 years of relevant experience, preferably in the Telecom operator world
  • Knowledge of Service Reviews and SLA reporting formatting and interpretation
  • In-depth knowledge of ITIL / IT4IT Service Management / processes, both internally and at the customer side
  • In-depth knowledge of mobile and fixed telephony management/solutions
  • Good knowledge of Dutch, French and English
  • Excellent MS Excel skills (realize studies and analysis)
  • Good communicator, conflict handling, building and maintaining relation networks, acting in an organization-sensitive manner, monitor progress
  • Taking responsibility, working in all openness, being committed, focusing on the customer

Our offer

Within our open corporate culture, you contribute to the digital transformation of SNCB. You will have a job with social impact and ample opportunity to make your own contribution. In addition to a good work-life balance and a competitive salary, you will receive the following benefits:

  • the possibility to work remotely + flexible working hours;
  • 35 days of leave;
  • a company car + a public transport season ticket;
  • Target bonus
  • a comprehensive insurance package (affiliation without own contribution, excl. outpatient costs for family members);
    • hospitalisation and dental care for the whole family;
    • outpatient costs (= medical costs separate from hospitalisation);
    • group insurance: supplementary pension, work disability and death (cafeteria plan);
    • accidents at work (extralegal);
  • meal vouchers and eco-vouchers;
  • net allowances for remote working and carwash + internet budget.