HSO International - Service Delivery Manager D365 F&O

Service Delivery Manager

Location : Remote (Europe-based) | Relocation to the Netherlands available

Visa Sponsorship : Candidates must have legal working rights in their country of residence for remote work. Sponsorship is not available for roles outside the Netherlands.

Department : Global Managed Services

What is your goal?

The Service Delivery Manager (SDM) will be the operational lead in a dedicated, multi disciplinary team of customer service engineers, responsible for delivering the highest level of quality and value in managed services for selected customers. At the same time, he or she will be responsible for improving customer relationships, satisfaction (CES / CSAT), communication, service levels (KPI) and service contracts.

Responsibilities :

• Leading and improving a high performance DevOps customer support team;
• Maintaining positive relationships with customers, aiming for business growth;
• Identifying customer needs and overseeing service delivery within the business context;
• Being accountable and approachable when managing incident escalations, ensuring the team's processes and tasks are carried out efficiently;
• Managing financial contracts (SLA) and budgets for assigned customers;
• Determining ways to reduce costs without sacrificing customer satisfaction;
• Assessing customer feedback and using your creativity to establish, improve, and refine services;
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise;