Beschreibung
Do you have 8+ years of experience as a Service Owner Skype for Business and Enterprise Voice (SDM-O)?
We are looking for a Service Owner Desktop Services (SDM-O) for the service delivery of a global company and approximately 60,000 users.
The service owner (Service Delivery Manager with technical background) is responsible for the control, review and audit of the service provision for a specific technical tower, to meet customer business and contractual requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. You will work closely with IT Operations to ensure effective and efficient delivery of the service.
The service owner should have general technical understanding of the technologies used in the service tower to fully understand the scope of work and to be able to understand technical conversations with both customer and delivery teams. The service owner will be working closely with the customers product owners and squads in an Agile way of working. Also the service owner drives and coordinates the resolution of P1/P2 incidents in alignment with Incident Control and the delivery teams.
Scope of the service tower contains Microsoft Skype for Business, Skype for Business Voice Service, Anywhere365.
Responsibilities
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Manages service delivery to the customer in order to deliver contracted service commitments & continual service improvements.
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Accountable for forecasting as input for the management of the account P&L.
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Actively owns service risks, controls service costs & improves productivity for customers & clients in order to increase profitability & continually improve cost effectiveness.
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In conjunction with the customer identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.
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Proactively manages internal and external suppliers in a service partnership as one service team'.
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Owns the continual improvement of Service Delivery standards & practices in alignment with the accounts Delivery Excellence.
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Manages the service delivery team delivering to the customer(s), driving development and effectiveness.
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Drives the resolution of P1/P2 incidents for the respective service tower.
Requirements
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Minimum 8 years of experience as a Service Owner in an enterprise environment
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In-depth Knowledge of Microsoft Skype for Business, Skype for Business Voice Service, Anywhere365.
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English fluent
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Dutch is desirable
Performance Indicators
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Service performance meets service level agreement (SLAs and KPIs).
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Service availability, continuity, security & capacity.
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In alignment with IT Operations improving efficiency target.
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Customer satisfaction.