Vacature ict en internet Michael Page
DIRECTOR CUSTOMER DELIVERY in Vilvoorde
Regime: Voltijds
Plaats: 1800 Vilvoorde (Vlaams Brabant)
Taken:
DIRECTOR CUSTOMER DELIVERY (M/F)
Brussels - Vilvoorde
Permanent
About our client
Our client, the leading provider in IT solutions to travel and tourism industries (KLM, Jet air..), is looking for a high potential Director Customer Delivery to join their team.
The company, which employs 10 000 persons worldwide, is going through a secure growth and manage every year new challenging projects.
Are you willing to tackel a new challenge in a leading technological company? Do you want to contribute to a successful strategy?
Job description
The Director Customer Delivery is responsible for defining & realizing the local Delivery strategy, in order to deliver Customer services, IT/ technology & project solutions to customers at the agreed level of expectations, costs & quality standards. You manage a team of 25 persons and you report to the general Manager.
ROLES & RESPONSIBILITIES
Delivery Strategy & planning:
- Develop the strategic plan for the Customer Delivery Division & establish a quality-driven framework of services & solutions
- Analyze & convert the overall business strategy into clear processes & operational plans
- Design the annual Customer Delivery plan (including support to Sales & Marketing roadmap) to achieve company targets in quality, cost control and customer satisfaction
- Elaborate & delegate customer delivery objectives & key metrics to realize strategy & delivery plan
- Measure and control unit¡¦s objectives on a regular basis.
Delivery Processes & Services:
- Manage the delivery & quality monitoring of customer services, projects & related solutions (including training) and lead the various delivery units to become centers of excellence
- Establish clear contact methodologies, standards of performance & key metrics to measure & ensure customer satisfaction
- Manage customer expectations (both internal & external) by establishing clear priorities, ensuring proper resource allocation & foreseeing risks & opportunities
Budgeting, financial control and performance monitoring:
- Establish & own the annual Delivery budget to support the delivery processes
- Define and monitor performance indicators to assess effectiveness against defined goals in full alignment with central requirements
- Report results on a regular basis to GM & other Divisional Heads
People Management
- Set SMART objectives and regularly review staff performance through MBO review process
- Lead, develop and motivate teams, providing coaching, training and ensuring talent management
Profiel:
- University degree in Business, IT or Economics or equivalent in experience
Experience of at least 8 years in a complex product/service delivery environment
- Relevant experience in team management with senior responsibilities
- Experience in & understanding of IT systems & project management tools & techniques..
Ability to lead and manage at multiple levels and across the full range of delivery-related issues
- Clear commercial focus with strong negotiation & organisational skills
- Proven ability to manage multiple teams within a cross-functional, global & matrix organization
- Good understanding of travel industry & IT trends would be an asset
- Fluent Dutch, French and excellent level of written and oral English
Aanbod:
Rewarding Salary Package, with excellent working conditions.
Michael Page Contact
Your application will be sent to Damien Richard.
Reference : MRID515159
Bedrijf: Michael Page
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