Junior Service Delivery Manager

About Proximus Luxembourg

Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Proximus NXT and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

Your mission :

The Junior Service Delivery Manager is responsible for supervising and coordinating activities in the execution of a services contract (or multiple contracts depending on the volume and complexity of the services provided). The Junior Service Delivery Manager is responsible for ensuring that our service delivery teams deliver an exceptional customer experience.

Main responsibilities :

•  Own and oversee client commitments
• Control operational financial performance
• Own and oversee client commitments
  • Take accountability for service delivery performance, including
    • Incident Management & Requests Management
      • Effective handling of tickets within defined service levels
      • Monitoring tickets backlog
      • Formalise critical incidents reports
      • Manage service requests catalog
    • Problem management & Change Management
      • Compliant usage of Problem/Change Management
    • Configuration Management
      • Data quality of the Configuration Management database
      • Compliant usage of on-boarding process (MTO)
      • Compliance of Operations to security standards
  • Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs
  • Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
  • Provide accurate and regular reports on performance of the service delivery
  • Assess customer feedback and use creativity to establish, improve, and refine services. Seek for continuous improvement.
  • Control operational financial performance
    • Track and validate team time registration
    • Report and validate resource unit consumption

Your profile :

• Education / training (or equivalent level): Bac +5 / Master
• Experience(s) required: Experience of at least 1 year in IT Service Management and Service Delivery

Technical Skills

•  General technical knowledge – IT infrastructure and Cloud
• Knowledge of ITIL disciplines
• Ability to read, analyse and interpret contracts
• Good computer skills and the ability to use business support software (MS Excel-Word-PowerPoint, Visio, …)

Soft Skills

• Customer oriented
• Teamwork skills and attention to detail
• Ability to demonstrate initiative and a proactive approach to daily tasks
• Continuous improvement mind-set and constant seek for automation
• Fluency in French and English is mandatory
• Proficiency in German and Luxembourgish is considered an asset.

Our offer :

A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.