Service Delivery Manager

Ascom is a global solutions provider focused on Healthcare ICT and mobile workflow solutions. Headquartered in Switzerland, our business spans across 18 countries, and has been supporting the healthcare industry for 160 years by providing them with technology to enable them to support their communities.Our systems are used in over 12,000 hospitals worldwide and handle more than 800 million alerts each year (over 2 million alerts a day!). Our solutions positively impact the lives of everyone who visits one of the hospitals or care-homes we work with.Together we can make a difference in the lives of the people who benefit from our technology.WE love to give YOU…A company to be proud of.Inspiring and engaging colleagues.The chance to work with state-of-the-art technology in the healthcare industry.What are you going to do?The Service Delivery Manager ensures that our Service Support and Delivery are in place to meet business needs. A stakeholder-facing role, which requires the SDM to establish and manage expectations within the business and drive the team to achieve those expectations to a high standard.Assure that customers in scope get the Ascom services delivered according to contract.Secure revenue through recommending upgrades and enhancements.Secure customer satisfaction.For a number of designated customers, the SDM will:Own the support contract(s) towards the customer.Monitor, control, and support service delivery for these customers.Manage business escalations, ensuring high levels of performance.Deliver accurate reporting and establish service improvement activities when required.Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.Champion Service and Support in projects and develop a strong understanding of projects impacting the Customer Care area, ensuring service impact is minimized and agreed.Drive customer and internal service review meetings covering performance, service improvements, quality, and processes.Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans.Life Cycle ManagementMake recommendations for system updates (SW updates and upgrades) and HW (due to age considerations, feature advances, or technology changes).Drive continual service improvement to maintain or improve on the quality of service delivery.Collect data and information on client satisfaction, inquiries, and complaints. With that information, the SDM will drive continual service improvement regarding the quality of service delivery.Prepare periodic reports and present such reports to the customers and internal management.What do you need?Required Skills and KnowledgeSound written and oral communication capabilities in local language and English.Formal ITIL and Project Management certifications are a plus.Demonstrable evidence of a continual improvement mindset.Required Experience and EducationMaster (preferably) or Bachelor in Technical Engineering.5 years’ experience in a Service Delivery Management role.Demonstrated experience working within IT organizations.Experience in the Health Care segment is a plus.Personal CharacteristicsStrong leadership and influencing skills.Thought leader in area of expertise.Expert process knowledge.Excellent communication skills in Dutch and English.Why should you work with us?We offer more than just a job at Ascom; we offer a career with real benefits which include:Flexible hybrid work environment.Professional development with our global Learning & Development team as well as localized internal and external training opportunities.Opportunities to work with various teams around the world and a chance to work on projects in other countries in addition to your home (role dependent).Supporting career agility through internal mobility.Working with high-quality medical technology in the healthcare space. #J-18808-Ljbffr