What the job is about
For the support of our clients in France, we are looking for a Service Delivery Manager who is responsible for making sure that services are being seamlessly delivered to a set of appointed live customers.
Set-up Post Go Live Support & operational cooperation
Sets up a smooth service support and operational cooperation model with the customer from the moment of Go-Live.
Follows up the set-up of cooperation tools with the customer.
Sets up and monitors relevant KPI's/metrics with the customer.
Organizes, conducts and facilitates regular operational meetings with the customer to discuss daily cooperation, quality of delivery, SLA compliance, etc.
Coordination and monitoring
Coordinates in case of critical issues or bigger initiatives/change requests raised by the customer.
In case the size of the issue/change/initiatives require a formal project approach, the SDM will hand it over to an appointed Project Manager
Supports the team in taking the necessary steps and in communication towards the customer.
Follows up the efficiency, effectiveness and quality of the work performed and delivered to the customer.
Makes sure any reliability, throughput, predictability, capacity... issues are presented to the team and coach/scum master and that the team is acting upon those.
Reporting and invoicing
Generates SLA and other contractually agreed customer reporting, both for use of the team and for the customer
Based on input from the team, reviews the time entries, prepares and generates the (monthly) outgoing invoices for professional services delivered
Monitors the contract count and makes sure the customer is always fully licensed.
Makes sure that the necessary purchase orders are provided and invoicing is complete.
Optionally, you could also use your skills to pick up the role of Scrum Master within the team.
Your Interests and Skills
Sofico delivers with ‘Miles’, an ERP software for automotive finance, leasing, fleet, and mobility management. It’s an end-to-end solution encompassing front-, mid-and back-office functions, that can be customized to the customers’ needs.
You’ll be part of a multidisciplinary project team. Every team in Sofico works in an agile way, including scrum and daily stand-ups.
You are a born organizer using the tools at your disposal (Excel, Jira, MS Projects, etc.) and can keep track of a lot of different topics at the same time.
You have strong interpersonal skills with an emphasis on relationship management and influencing skills, managing difficult situations is not a problem for you.
Because of your excellent communication skills, you can effectively and concisely communicate both internally and externally with both operational colleagues and project stakeholders.
What else is expected:
Experience in software support
You’re interested in building long-term relationships with your customers
Experience as a Scrum Master is an extra asset
Being fluent in English and French
Prepared to travel
What we Offer
We would like to welcome you to an international and multicultural company that has been operating for over 30 years and is doubling in size every 5 years. Growth is our middle name, while we strongly adhere to our horizontal and open company culture.
You're in the drivers' seat of your own career, that's our motto. Your personal development is therefore paramount. During an extensive onboarding program of six months, we make you, with the support of your job coach, familiar with our product and the organization. Even after this period, you will continue to get opportunities to learn and develop yourself further. You’re never alone.
At Sofico you will also work in a modern state-of-the-art office that is easily accessible.
In return for your efforts, we offer an extensive salary package and bonus system. The flexible office hours and opportunities to work from home provide the necessary flexibility within the company.
At Sofico we are strong believers in the power of a good cup of coffee. Water or soft drinks are of course also on the menu. We love our team events. Think afterwork drinks, a BBQ, a family day, a company weekend, or a walking dinner with the whole company.