Service Delivery Manager

There’s a saying at Itineris: Together goes a long way. And we live by that. Whether your job is translating our customers’ needs into the best software, selling, coding, or keeping our business running smoothly, we’re united by the same mission: growing our company and delivering innovative software that empowers energy and water utilities to engage better with their customers.

What you will work on...

As a Service Delivery Manager, you are focused on quality and customer satisfaction. You motivate your team to achieve optimal productivity.

UMAX is the brand name of our software solution for water and energy utilities. It automates their business processes and enables them to better engage with their customers. UMAX is a cloud-based solution, built on the powerful Microsoft Dynamics 365 platform.

As our Service Delivery Manager, you'll...

• Develop and maintain a strong professional relationship with your client.
• Consistently execute and follow up of long-term application maintenance contracts.
• Execute an efficient service delivery approach.
• Responsible for SLA achievement and high level of customer satisfaction.
• Provide input for permanent tracking of KPI's (financial, quality, schedule and risks/issues).
• Guide a team of Service Delivery Consultants (functional, technical and testing profiles).
• Anticipate client organizational changes.
• Identify new business opportunities and help transform these into concrete proposals.
• Balance the needs and wants of the client with the capacity and the budget oversight.
• Accountable for 3rd party management with a focus on quality and delivery standards.
• Manage all significant changes or new projects under your supervision.
• Suggest and implement continuous improvements on standard processes and tools to drive operational efficiencies.

What you bring...

An experienced leader with a proven track record of at least 10 years in service delivery management with

• Strong business knowledge on applied ERP solutions (SAP, Dynamics, Oracle, PeopleSoft).
• Affinity with software development.
• Knowledge of the Utilities, Telecommunications or similar sectors. Experience of projects in the public sector is an asset.
• Project methodology knowledge required.
• ITIL certification is an asset; understanding and application of ITIL methodology.
• A proactive and problem-solving mentality.
• Excellent negotiation and listening skills.
• An analytical and conceptual thinker.
• Strong communication skills, both verbally and written

What we offer...

• A fast-growing and international environment with offices in beautiful Ghent (Belgium), bustling Atlanta (USA) and lively London (UK)
• Working with future-ready water and energy companies and building valuable utility expertise
• Internal mobility, developing your career through various educational programs and growth paths
• An entrepreneurial mindset where you have a direct impact on our growth journey
• An open environment where we make it a priority to celebrate milestones, both big and small
• Onboarding, learning and buddy programs to get ready for a smooth start in your new job
• A flexible and inclusive working environment, where people can just be who they are, and where we offer flexible options for hybrid working so you can work in a way that suits you best
• A lot of fun moments with an eye for sports, celebration and wellbeing, important for maintaining a healthy work-life balance.A competitive total rewards package aligned with the responsibilities of the role, your experience and our internal career framework
• Transparent career development and promotion opportunities based on objective criteria, skills and performance
• A comprehensive benefits package including a company car or mobility budget, bonus plan, group insurance, hospitalization insurance, Alan healthcare, meal vouchers, eco vouchers, flexible benefits and hybrid working options
• We are committed to equal opportunities and fair employment practices, ensuring that hiring, development and career growth decisions are based on objective and consistent criteria