Service Delivery Manager

The Group Infra Operator is responsible for all the (passive) fiber networks across the Eurofiber footprint and the service delivery activities in the different countries. Eurofiber owns fiber networks in the Netherlands, Germany, Belgium and France. The employees of the Group Infra Operator are spread over the different regions. Service Delivery activities are organized locally, close to the customer, and report into the group organization. The Group Infra Operator will consist of five subdepartments:

• Process Management
• Network Infrastructure
• Service Delivery Netherlands
• Service Delivery Belgium

Service Delivery is responsible for all the activities to activate the service as sold by sales and to make sure that billing can start once the service for the customer is life. The Manager Service Delivery is responsible for running the delivery operations. He/she will be part of the Management team Group Infra Operator and of the Belgium Operational Management team.

Goal and summary of the function

The Manager Service Delivery is managing the delivery processes and the involved subcontractors, people management of the delivery staff and reporting on the performance. Next to this he/she is heavily involved in growing the Belgian business by implementing process improvements, introduction of new IT systems, customer journey development and presales activities always with a happy customer in mind.

Result areas & core activities/responsibilities

• Managing the Delivery department (15-20 FTE supported by 3 team leads)
• Delivery KPI Reporting (Delivery performance, Customer Capex, Opex, Delivered YAR (supported by a NL/BE Performance Manager)
• Delivery Forecasting (using group tooling)
• Order dispatching to subco’s
• Alignment with other group delivery managers
• Alignment with other Eurofiber Group departments and more specific with Infra Process Management, Network Infrastructure, Group IT and Customer Process & Quality
• Member of the Belgium operational management team, Group product board and Group bid-board
• Setting up and management of contract management with delivery Subco’s (supported by Group procurement)
• Contribute to Sales&Operations planning (S&OP)
• Maintaining, managing and improving Service Delivery NPS (net promotor score)

Company Description

Get acquainted with Eurofiber: the lifeline for the digital society. We consider it as our responsibility to help shape the digital society of the future and steer it in the right direction. Thanks to our connectivity and cloud solutions we ensure, among other things, that critical organizations, such as hospitals, schools and government agencies, are always up and running.

Qualifications

• Bachelor degree in a technical discipline of equivalent.
• Proven experience in a B2B customer facing role.
• Preferred telecommunications experience in a similar role.
• 10+ years’ relevant work experience.
• People & customer oriented.
• Excellent interpersonal, communication and presentation skills. Good planning/tracking skills.
• Demonstrated ability to work effectively with all levels of the organization, preferably in an international organization.
• High energy level, goal oriented self-starter with willingness to learn new ideas.
• Strong analytical ability with a pragmatic attitude.
• Hands-on mentality to get the job done.
• Writes and speaks in a clear and concise manner in English, Dutch and French.
• Willingness to travel between our other Eurofiber operations in Europe.

Additional Information

Working at Eurofiber gives you the opportunity to empower the digital society. You collaborate with the best experts, you’re free to make your own choices. That’s why we believe we need to learn and develop each and every day. We will always be innovating – not only because we are good at it, but we also just believe it’s much more fun.

We offer give you the support you need to excel. This means:

• A competitive salary with a company car and bonus package
• Flexible working hours to harmonize your professional, private and family needs, spending the majority of your time in an environment where you perform best
• Actively developing your skills and competences through a wide range of training opportunities
• Staying healthy and energized with our complimentary lunchtime fruit snacks and soup
• Need some time off? No problem! We offer you 33 paid days off each year.

About us

Thanks to our own fiber optic network and data centers, we can offer our customers smart, open, future-proof cloud and connectivity solutions. Think of doctors who can operate remotely, smart cities, cars that take you safely from a to b without having driven yourself and/or better mobility.

To help us with this, we are looking for new colleagues who recognize themselves in our common values: collaboration, freedom, excellence and dynamism and feel at home within a culture of teamwork and fun.

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