Service Delivery Manager

What will you be doing?

As a Service Delivery Manager, your primary responsibility will be to ensure the effective delivery of technical services while maintaining high levels of customer satisfaction. You will lead and oversee technical service operations, ensuring that all services are delivered efficiently, on schedule, and in accordance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and company standards.

You will manage, coordinate, and develop the technical engineering team by establishing work plans, allocating resources, monitoring performance, and ensuring that team members have the necessary guidance and support to perform their duties effectively. You will also monitor daily operational activities, identify potential challenges, and implement improvements to enhance service delivery and operational efficiency.

Customer relationship management will be an important part of your role. You will serve as a key point of contact for customer escalations, coordinate the resolution of service-related issues, and ensure that customer concerns are addressed promptly and professionally. You will maintain strong relationships with customers and work proactively to identify opportunities to improve service quality and customer satisfaction.

In addition, you will collaborate closely with the Sales team to develop, review, and validate technical solutions based on customer requirements. This includes preparing and reviewing Scopes of Work (SOWs), Bills of Materials (BOMs), technical proposals, and customer quotations. You will also coordinate with internal departments to ensure smooth operations, effective communication, and timely project execution.

Furthermore, you will monitor service performance, analyze operational results, identify areas for improvement, and ensure compliance with company policies, procedures, and quality standards. You will provide regular performance updates and support management in achieving operational objectives.

Requirements

• Bachelor's degree in Information Technology, Engineering, Business Administration, or a related field.
  
• Minimum of 5 years of relevant experience in service delivery, technical operations, IT, telecommunications, engineering services, or a similar environment.
  
• Experience in work planning, resource allocation, scheduling, and performance management.
  
• Practical experience in developing or reviewing Scopes of Work (SOWs), Bills of Materials (BOMs), and technical quotations.
  
• Strong communication, negotiation, and stakeholder-management skills.
  
• Excellent written and spoken English and Dutch; Spanish is considered an advantage.
  
• Ability to manage multiple priorities and coordinate teams effectively.
  
• Willingness to travel outside of Suriname when required by the company.
  
• Valid driver's license and personal car.
  

Benefits

• Ongoing training and certification programs.
  
• Medical coverage.
  
• Pension scheme.
  
• 15 vacation days.
  
• Vacation allowance.
  
• Annual bonus.
  
• Laptop and phone with plan.