Service Delivery Manager

Within Quistor the Service Delivery Manager bridges the gap between operations and customer: operating as the first point of contact for our customers, business, and other stakeholders to ensure that the IT services are met according to the terms of service level, business objectives, resources (time and budget) and quality.

• Define, document, agree, monitor, measure, report and review the level of IT services provided according to company’s governance model.
• Maintain and improve the relationship and communication with both the customer and the internal organization.
• Ensure that specific and measurable targets are developed for all IT services.
• Monitor and improve customer satisfaction in alignment with Manager Service Delivery
• Oversee incident management processes, ensuring timely response, resolution, and effective communication with clients during service disruptions.
• Build and nurture strong client relationships by acting as the main point of contact for escalations, addressing concerns, and proactively identifying opportunities to enhance the value delivered.
• Implement best practices, standard operating procedures, and processes that contribute to efficient service delivery and continuous improvement.

Must-Have Skills:

• Native Dutch proficiency
• Proficiency in the English language
• 5 – 10 years of experience in communication with customers.
• Strong customer service orientation, able to demonstrate strong interpersonal skills and a proactive attitude.
• Ability to act as consultant, advisor, customer advocate, and project leader for our clients. Assess customer feedback to facilitate the necessary improvements.
• Ability to communicate effectively and interact with cross-functional teams.

Nice to have

ITIL 4 foundation certification

Quistor is a great place to work and to develop yourself. When choosing for Quistor, you will become part of globally acting organisation with over 20 nationalities working for local and globally operating customers. We want to get to know the real you and support you wherever we can. In addition to our opportunistic ways of working we also can offer you:

• A great deal of flexibility to working from home.
• Competitive salary and employee benefits
• A fun, fast-paced, and international environment
• Training and development opportunities, personally as well as professionally