Offer summary

Qualifications:

Strong customer focus with the ability to manage client relationships effectively., Excellent verbal and written communication skills for interaction with clients and teams., Familiarity with ITIL, service management frameworks, and project management methodologies., Proven analytical thinking skills to analyze data and drive improvements..

Key responsabilities:

Oversee the end-to-end delivery of services, ensuring compliance with SLAs and contractual obligations.

Serve as the primary point of contact for clients regarding service delivery queries and issues.

Track performance metrics and prepare regular reports on service performance for clients and management.

Collaborate with internal teams to ensure timely resolution of incidents and manage risks to service delivery.

Job description

Job Description

Northern Data Group are looking for a passionate and driven Service Delivery Manager to join our team and help grow and define our Service Delivery functions whilst focusing on maintaining high service quality and fostering strong client relationships.

YOUR RESPONSIBILITIES:

Service Management and Delivery: Oversee the end-to-end delivery of services, ensuring they meet SLA’s and contractual obligations.
Client Relationship Management: Serve as the primary point of contact for clients regarding service delivery queries and issues. Build and maintain strong relationships with clients to understand their needs and expectations.
Performance Monitoring and Reporting: Track performance metrics such as response times, uptimes, and resolution times. Prepare regular reports for clients and internal management on service performance, highlighting successes and areas for improvement.
Service Improvement: Help implement continuous improvement initiatives based on client feedback and performance data.
Incident and Problem Management Support: Collaborate with Incident Managers and technical teams to ensure timely resolution of incidents.
SLA Management: Collaborate with internal stakeholders and vendors to ensure compliance with contractual obligations and manage breach of SLAs.
Risk Management: Identify potential risks to processes and service delivery and assist with mitigation strategies.

YOUR REQUIREMENTS:

Customer Focus: Strong ability to manage client relationships with focus on understanding and meeting the client's needs to ensure client satisfaction.
Communication: Excellent verbal and written communication skills with ability to interact with clients and internal teams at all levels.
Service Management: Familiar with ITIL, service management frameworks, project management methodologies and order management.
Collaborative: Proven ability to work with cross-functional teams and influence stakeholders at all levels. 
Analytical Thinking: Ability to analyse data, prioritise and drive improvements.

WHAT WE OFFER

With us, you will work towards the future of HPC: From new, sustainable building methods for data centers to cooling concepts to software solutions for accelerated compute.

Your approaches count: In official exchange formats or spontaneously at the coffee machine. At Northern Data, it's the best idea that counts - not the hierarchy. We’re looking forward to getting your inputs!

You make the difference in the company: Unlike in established corporations, at Northern Data you will really help shape things. From implementing new departments, to optimizing processes and culture.

Best-in-class partners: The best work with Northern Data. This means a knowledge and time advantage from which your career and our customers benefit equally.

Green by heart: Sustainability is at the core of Northern Data. With us, you actively work on the carbon neutrality of datacenters worldwide. Beginning with our infrastructure and continuing with the solutions for our clients, we work towards a green future.

Home Office facts: Work with our international and virtual team flexible from home. And of course, your hardware wishes will be fulfilled to make your ideas for next level HPC come true.

Your wellness matters: At Northern Data we have regular wellbeing initiatives that are designed to promote wellness, diversity, inclusion, and much more, ensuring a supportive and enriching environment for our global team.

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