Service Delivery Manager / Integration Expert

Service Delivery / Integration Expert

(SLA, WLA, IT, Network, Telco, KPI)

Our customer a leading name in the Telecommunications sector are searching for a ServiceDelivery Manager / Integration Expert / Operational Build Expert to join the team.

The desired candidate will be required to build and implement the operational strategy in IT & Telco network with internal and external partners.
You follow-up projects to ensure their operational readiness with regards to non-functional requirements (documentation, operational processes and tools).

Daily duties to consist of:

Lead a smooth integration of new IT or Telco partners in Operations and align them on the operational strategy confirming their responsibilities in an Operational/Working Level Agreement (OLA / WLA).
Align on the OLA / WLA content with internal colleagues from different departments.

Provide a continuous operational guidance to internal colleagues in their specific domain and acts as SPOC on the operational processes for them.
Negotiate the operational KPI and SLA contributing to a high level performance of the delivered services of new and existing partners.

Tracking of monthly KPI validation.
Participate and provide input to Operational Quality meetings with IT & Network partners to ensure high partner performance.
Develop and deliver the dash boarding of Operational KPI, based on the partner integration, reporting the result of operational activities executed by internal teams and partners and the operational process efficiency.
Follow-up the development of new services / projects in order to ensure that their operational readiness is fully completed at the time they are moved to production (through the gating associated to the project governance and the use of the Operations Acceptance documents).
Integrate the projects into the operational processes to ensure efficient support of internal and external operational teams.
Act as a technical level of escalation (on duty) in case of major incidents.

Languages: Tri Lingual (English, French, Dutch).

(SLA, WLA, IT, Network, Telco, KPI)