Service Delivery Manager (SIAM)

Are you the trusted advisor who ensures that the customer receives a service that exceeds expectations? As an SIAM (Service Integration and Management) Service Delivery Manager, you are part of a dynamic team and play a key role in ensuring our service by efficiently coordinating external parties of the customer. You are responsible for monitoring and managing service integration and management activities for our customers. You work closely with external suppliers to ensure the delivery of high-quality services.

• Service Management: You are responsible for service management towards the various suppliers of our customer. You ensure that service levels, agreements, and quality standards are adhered to.
• SIAM Service Review Meetings: Lead monthly status meetings with integrated suppliers to assess service performance.
• Service Improvement Plans: Create and manage improvement plans within the SIAM scope. Monitor progress and encourage initiatives for continuous service improvement.
• Coordination with Cegeka Teams: Collaborate with end-to-end process and service managers within Cegeka. Ensure seamless coordination between teams for efficient Service Management.
• Customer Relationship Management: You are the Single Point of Contact (SPOC) for the customer's SIAM representative. Maintain regular contact and provide updates on operational matters.
• SIAM Projects and Improvements: Analyze, propose, and monitor the execution of small SIAM-related projects and improvements. Ensure successful project execution within scope and timelines.
• Complaint Handling: Manage customer complaints related to SIAM. Define and implement solutions to address customer concerns and increase satisfaction.
• Supplier Coordination: Interface with SIAM parties on a monthly basis to ensure coordination and alignment.

• You have several years of relevant experience as a Service Delivery Manager, preferably within the Infrastructure domain, and are highly interested in this field. You also have experience working in a consultancy environment.
• Holding a higher education degree (Bachelor's or Master's) is a requirement, supplemented with relevant training or courses in project management.
• With your expertise, social skills, flexibility, and commitment, you can gain and retain the trust of our customers.
• ITIL and Agile principles are part of your day-to-day business. This allows you to build a robust management organization (governance) around these principles.
• You are fluent in Dutch and English.
• Certification in SIAM is required.