Service Delivery Manager

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Employer: Altran Romania
  • Telecommunication
  • Job type: full-time
    Job level: Manager
  • Timisoara
  • Updated at: 09.05.2019
    Short company description

    Altran Romania is a branch of Altran Group. It focuses mainly in the field of industrial and embedded software development. Furthermore, the company delivers IT & management services for ICT infrastructures.


    Mission or Purpose of the role

    The Service Delivery Manager (SDM) is responsible for the relationship and contracts between Altran and the customer and will be responsible to oversee delivery of all ordered services. The Service Manager will establish and maintain long-term working relationships or partnerships with the customer in order to improve time-to-market and to safeguard capacity, quality, cost and continuity in the long term.

    The position of Service Manager requires organizational ability and systematic timing. It requires adequate knowledge of work processes and requirements for both physical labor and equipment. This position requires leadership, tact and knowledge in assigning and instructing personnel.

    Desired Skills & Experience:

    • MsC diploma in technical domain
    • A minimum of 10 years technical background with direct experience in facing technical clients
    • Project management skills/background
    • Ability to lead teams with technical and business backgrounds to achieve results
    • A reputation for self-motivation, integrity, cultural sensitivity, strong interpersonal skills and written communication skills;
    • Very good communication and presentation skills
    • English skills at upper intermediate level



    • Single Point of Contact (SPOC) for services ordering, reconciliation, new service introduction
    • Review of KPIs and drive Improvement plan development and implementation
    • Represent Supplier in governance meetings
    • Address all operational issues raised by Nokia managers
    • Manage escalations related to incidents at work
    • Assure right staffing level and competencies to deliver the Services through resources management and scheduling
    • Manage service delivery feedback
    • Collaborate with Customer management to implement Business Continuity Plans
    • Develop and update executive presentations based on business needs and customer requirements Develop and maintain all documentation and templates required for a project
    • Manage schedule and scope for project and its deliverables
    • Identity impacts and risks along with facilitating mitigation plans
    • Identify and document lessons learned