Service Delivery Manager

What the job is about

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 (SD, SP, ...)
• Sets up and monitors relevant KPI's/metrics (SLA, WIP,...) that are contractually agreed and operationally relevant.
• Organizes, conducts and facilitates regular (e.g. monthly) 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/scrum 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 on customer level and provides info to account manager.
• Supports the Account Manager for obtaining PO's in case of very intensive PO process for professional services on customer side.

Your Interests and Skills

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.

A strong accuracy skill is needed to perform the administrative tasks for which you will be responsible.

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:

• 3 to 5 years of experience with medium to large scale ERP software support.
• Experience with project management methodologies (Agile, Scrum, etc.).
• Being fluent in English; Dutch is a plus.
• 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 driver's 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 office that is easily accessible. We have plenty of safe charging points for your electric car or bike, and free shared bicycles available to pick up your lunch.

In return for your efforts, we offer an extensive salary package, including a company car with a fuel card, a bonus system, meal vouchers, and group and hospital insurance. Are you a sporty type? A bike lease is also one of the possibilities! 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 after-work drinks, a BBQ, a family day, a company weekend, or a walking dinner with the whole company.