Service Delivery Manager

We are Nomios! Our purpose is to make sure that every company in Europe is and stays “secure & connected”. With our expertise in cybersecurity and network infrastructure, we build secure digital infrastructures. Already for more than 20 years, with 1200+ Nomios experts in 10 European countries. And we’re still expanding! Because we don’t intend to slow down, we’re searching for exceptional talents to join our team and make Nomios even smarter and better. Are you our new: Service delivery manager What would your job entail? At Nomios, we deliver complex cybersecurity and networking solutions that help organizations protect and transform their digital infrastructure. Our offering combines leading technologies with consulting, professional services and managed services, enabling us to deliver solutions and services that have a significant and lasting impact on our customers’ security environments. In this context, the SDM is our specialist in managing Managed Services and Support contracts and thus further contribute to increasing customer satisfaction and the expertise of Nomios as organization. You fulfil the role of tactical contact person (SPOC) during the operational contract phase and ensure an efficient relationship between the customer and all service providers. Responsibilities of a Service Delivery Manager at Nomios include: • Based on the analysis of the SLAs and the monthly reports, assure the customer of the contractually agreed services • On a regular basis (monthly or quarterly) organize Service Review Meetings with the customer and answer all customer questions in a timely manner in accordance with the contract terms • Take the initiative to initiate corrective action plans, if necessary, and continuously improve our services • Define, monitor and optimize the profitability of your customer contracts • Organize internal Account Team Meetings with key stakeholders • Initiate escalation procedures yourself and effectively execute them with manufacturers, suppliers and third parties • Process and follow up change and service requests to successful implementation for our managed services customers • Document and share acquired knowledge with colleagues • Regular customer visits for meetings and consultations, but hybrid working is possible