The role of the Service Delivery Manager (SDM) is a critical and complex delivery management role within Atos, serving as the nexus for a varied combination of accountabilities and responsibilities.
The SDM is accountable for Client delivery in a delivery matrix organization, requiring (pro-)active leadership skills and execution discipline to ensure an integrated end to end (E2E) service is delivered to our clients.
The SDM role ensures that all key areas of service delivery management are covered :
Client Delivery Quality, Satisfaction and Governance
Active and integral Service Level Management of all IT service delivery.
Build / Maintain relationship with client and manage satisfaction (includes CSAT forecasting).
Continuously discuss with Client risks, service scope and identify / support upsell opportunities.
Guarantee that Service Level Reporting is accurate and complete both internally and externally.
Active engagement on critical Changes and Mis.
Work with Client Managers to develop / deliver account plan objectives and support strategy to achieve renewal.
Help align tower services and technologies to client business objectives.
Compliance, Security and Risk Management
Oversee Service Management activities (e.g., Incident, Problem, Change, Config, Capacity, Availability).
Manage Delivery’s Security Management (e.g., patching, AV, Alcatraz controls).
Manage Delivery’s Compliance (e.g., backup / recovery, DR, patching, life cycle management, Audit (e.g., ISO 20000), on / off-boarding of staff).
Actively manage operational risks through the Atos Risk Tool, creation of Risk Letters and work with Client Managers for client acceptance.
Ensure delivered services and service levels comply with base contract and amended agreements.
Actively manage cost / spending on your account to ensure the targets as specified within the Initial Business Case are achieved.
Ensure a financial plan exists for each year of the run’ phase, optimizing / reducing costs and allocations to achieve year-on-year improvement of cost base.
Continually manage the balance of Service Quality vs Cost.
Ensure completeness and correctness of invoicing while providing support for timely billing and payment.
Achieve agreed resourcing mix (on / offshore) and plan resourcing actions with towers aligned to bid model.
Community building (external and internal)
Bring voice of the customer to the Atos AST and advocate for the Client.
Build cross country client delivery community in the Atos matrix organization, with knowledge of Client business and commitment to Client service quality / SLAs.
Mentor / coach AST staff and deliver input for semester target setting of AST staff.
Ensure proper knowledge / skill-mix in the AST.
Foster and champion a culture of continuous improvement, lean methodologies and automation.
Actively cultivate lessons learned and share with your fellow SDM practitioners.
What we offer you
Besides challenging and welcoming working environment with global and local people, we offer you :