Service Delivery Manager

Looking for a company that challenges you every day?

At ERNI, you will have the opportunity to develop customized software solutions that have an actual impact on people's lives and on society. Therefore, you will be dealing with concepts like sophistication, quality, complexity, and regulations.
Our leadership in Health-Tech (Diagnostic Medical Devices, Pharma, Health Care…) and in all industries around Smart Devices (Robots, Cars, 3D Printers, Machinery…) allows us to create a growing, learning, and challenging setup for ERNIans.
We build digital solutions that connect the physical world (devices & connectivity) with the digital one (software solutions embedded, connected, or consuming their data). You will be part of teams prioritizing the software lifecycle & ensuring that our code is both clean and secure.
Are you ready to elevate your career as a Service Delivery Manager? Join our dynamic project in the insurance sector, where you'll take the lead in customer relationship management and ITIL-based process management for cutting-edge contact center solutions.
In this role, you'll have the unique opportunity to challenge and refine proposed designs, implementing innovative ideas from vendors, providers, and clients.
If you're passionate about pushing the boundaries and enhancing your skills, this is the perfect opportunity for you. Come be a part of our team and shape the future of customer service excellence!

How ERNI cares about YOU:
Paid and rewarded certifications: You will be able to learn new technologies to develop as a professional in the areas that interest you most (such as: Agile, DevOps, Cloud, QA, etc.) and be rewarded from 200€ to 1.400€ per certification, in addition to the paid exam.
High Value Training: After a year at ERNI, you will have the opportunity to enroll in +500€ Executive courses, Masters, or Postgraduates. 80% of the total amount will be covered by the company.
Hybrid working model: At ERNI, we believe in the importance of building strong relationships with our colleagues, projects, and customers. We believe that building these relationships is much more effective when done in person.
Home Office: You will receive an extra monthly compensation to cover your teleworking expenses, as well as any necessary equipment to be comfortable doing your job.
Far Home Office: You can extend your holidays and work remotely from any European country or Spanish city up to 5 weeks per year.
Flexible working shift: You will enjoy a Friday intensive shift and a self-managed flexible working hours.
Permanent contract: There is always a project for you to keep working with us, you will always find a project that fits your expectations in our people allocation meetings.
Challenging projects: ERNI is dedicated to developing high-quality software in complex technical environments such as pharmaceutics, biotechnology, robotics, and 4.0 industry. With us, you will have the chance to participate in a variety of technically challenging projects among passionate and skilled colleagues.
Technical trainings with our Experts: You will have the possibility to request unlimited one-to-one sessions with a technical subject expert, where you will have the opportunity to ask about new technologies, level up your expertise in any technical field, or learn more advanced topics.
Proximity and support: From the first day at ERNI, you will be guided by a Mentor and a People Development team that will ensure you have the right tools to develop and give you opportunities to grow in a project or to switch to a new one.
Communication: You will find transparency, honesty, and open communication throughout the organization.
Promotions & Recognition: From the very first day, we offer you a way to learn and develop yourself in our company. All efforts are always recognized and appreciated by your colleagues and superiors.
5 and 10 years at ERNI: We celebrate two important milestones on your ERNI journey, your 5th and 10th anniversary with special packages and bonuses.
Free language courses: Learn German and Spanish or improve your English skills with our external teachers in small groups once per week.
Private medical insurance: We will offer you private medical insurance for you and 100% salary coverage on sickness leave.
Sickness leave: ERNI is with you during tough moments by offering 100% salary coverage during sickness leave.
Maternity and paternity leave: We support you and your family with 16 weeks of maternity and paternity leave.
Flexible compensation: You will be able to dedicate part of your gross salary to different options such as transportation bonus, ticket restaurant, kindergarten bonus, and to also add a family member into your own insurance plan.
Workout Benefit: We are committed to promoting a healthy lifestyle and increasing the well-being of each ERNIan.
Re-allocation funding: If you are coming from abroad, we will help you become a part of our company with a relocation package bonus.
Referral program: You will receive an extra bonus with our "Candidate's referral program" and "Business opportunity referral program."
Life support: We provide a set of services and benefits, free of charge, to assist you and your family in legal consultation, personal assistance, etc.
Events: We believe in the importance of meeting our colleagues in an informal and natural environment to build connections and foster trust.
Holidays: You will have 23 vacation days per year.
To be a best fit for this project you will need:
Higher education degree with technical or economical background and focus.
Customer-oriented skills to develop and maintain a good relationship with customers.
Problem solver and incident management is key in the SDM role.
Process and Project Management and ITIL training/certification (desirable).
Knowledge about Contact Center Solutions based on Cisco Infrastructure (desirable).
Knowledge on Cloud infrastructure and contact center.
Work experience in an international environment (desirable).
Fluent English and French.
Experience working with Agile Methodology.
You will be responsible for:

Being part of the whole IT process by providing and developing cost-effective IT services contributing to the company service portfolio.
Participating in the definition of key indicators and relevant parameters of the service (costs, quality, capacity, business continuity, IT security…).
Coordination of standard solutions and customer needs by managing both human and technical resources.
Coordination of continuous improvement in the service.
Engaging customers and client relationships as well as supplier management.
Good understanding and communication with the project management and technical teams in order to satisfy client's needs.
Are you still curious? Discover what it is to become part of ERNI:
WOULD YOU LIKE TO BECOME AN ERNIan? APPLY NOW!

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