Our client is an internationally renowned industrial company, active in the development of telecom and ICT products, as well as their distribution and installation with prestigious clients of varying sizes, primarily in Belgium.
For its headquarters based in the north of Brussels, they are currently looking to recruit a (m/f):
Service Manager
The main responsibility of the Service Manager is to ensure that all service requests (deployment of new sales, urgent interventions, infrastructure and/or device maintenance, equipment repair, etc.) are handled by the services team within the framework of new projects and/or contracts.
In particular, the Service Manager:
- Ensures proper management of all service requests from our client contracts:
- New sales
- Maintenance and repair contracts
- Management of interventions (standard and on-call)
- Establishes and monitors performance indicators:
- Management of interventions
- Team management
- Financial management
- Management of KPIs within the framework of SLAs and customer satisfaction
- Proposes and develops problem management and service improvement plans
- Ensures that clients, technical support, and other technical parties are represented in the definition and evolution of services
- Maintains and develops client relationships
Main tasks include:
- Supervising and guiding all activities of the service team:
- Team scheduling
- Intervention scheduling
- Management and measurement of SLAs
- Following and managing projects
- Implementing and maintaining new work procedures according to market standards to improve our service quality and customer satisfaction
- Ensuring the financial follow-up of projects
- Maintaining and developing skills within the teams
- Recruitment
- Operational follow-up of teams and technical lead in particular
- Anticipating skill needs
In a context where our client is considering evolving its business activities, this role is key as it aims to develop the quality image of the company and includes a creative component: depending on the developments of activities, the selected candidate will have a proactive role in improving the activity under their responsibility.
Desired profile:
- You hold a Master's degree or equivalent in telecommunications, ICT, or new technologies.
- You have experience in service/integration companies in telecoms or ICT.
- You have experience in people management.
- You are involved, proactive, and dynamic.
- You speak fluently in French and Dutch (both spoken and written).
- Successful experience in setting up a Service Management Office (SMO) is a strong asset.
- You are trilingual (FR/NL/EN) or at least FR+EN and conversational in NL, or NL+EN and conversational in FR.