Job description
Since 1993, NSI has been a leader in Belgium's IT sector. With nearly 1,400 employees spread over several sites in Wallonia and Brussels, our mission is to propel the digital transformation of our customers with cutting-edge solutions, from analysis to IT governance. By joining the CEGEKA group, NSI has strengthened its position as a key player in innovation. As part of this drive, we have integrated NUBEO, a recognised expert in Odoo solutions, to enhance our ERP offering and ensure rigorous and innovative customer support.
Do you enjoy managing long-term customer relationships, guaranteeing service quality and identifying opportunities for development? With NUBEO, you'll be joining a team of passionate experts in a unique setting (and yes, with a swimming pool in the office for a cool break!).
Your role at NSI
As Service Delivery Manager (SDM), you'll be the focal point for customer satisfaction after the go-live phase. More than just a contract manager, you will ensure the continuity and quality of services for our Odoo customers. Your responsibilities include managing customer relations, monitoring service commitments and optimising support processes, in close collaboration with our technical and sales teams.
Your job will involve:
* Ensure customer satisfaction: As the main point of contact, you will establish a relationship of trust with each customer, anticipate their needs and ensure their long-term satisfaction.
* Oversee compliance with SLAs and service performance: You will guarantee compliance with agreed service levels (SLAs), monitor key performance indicators (KPIs) and make any necessary adjustments to maintain service excellence.
* Coordinate the support and improvement teams: You will work hand in hand with the technical and sales teams to ensure an optimum response to customers' needs and identify areas for continuous improvement.
* Developing commercial opportunities: Using a proactive approach, you will identify cross-sell and upsell opportunities by proposing additional services or optimisations that meet customers' objectives.
* Supervising invoicing and guaranteeing contract profitability: You will ensure accurate monitoring of the financial aspects of contracts, coordinate invoicing and guarantee the profitability of each service.
Job requirements
This function is for you because:
* You will have at least 5 years' experience in IT customer relationship management, with a strong commercial orientation and a sense of customer satisfaction.
* You will have an excellent understanding of service level agreements (SLAs) and ITIL standards, and be able to manage service performance within demanding contractual frameworks.
* You have a strong ability to negotiate, advise and establish a climate of trust with customers over the long term.
* You are proactive, autonomous, rigorous, formal and have impeccable organisational skills.
* You are fluent in French and English, and a knowledge of Dutch is a valuable asset for working with our customers in Belgium.
Bonus:
* Customer relations and listening skills: You're comfortable discussing and adapting our solutions to the unique needs of each customer.
* Strategic and solution-focused approach: You identify areas for improvement and know how to turn challenges into successes.
* Organisation and commercial sense: You juggle priorities and master the art of negotiation.
You are able to make proposals and work independently. Taking on challenges is part of your mindset. You're a multitasking person and ready to invest in a rewarding role. Working as part of a team and collaborating with your colleagues is essential to you. You're looking for a job that will give meaning to your daily life and enable you to progress. You want to make a difference and add your "special touch".
What NSI can offer you:
* A policy of trust that encourages autonomy and the taking of initiative.
* A work-life balance thanks to teleworking and flexible working hours.
* A salary package with numerous extra-legal benefits from the moment you arrive, including a company car, luncheon vouchers, insurance, etc.
* Personalised support during your assignment.
* The opportunity to join a fast-growing company.
* The opportunity to continually develop your skills thanks to a training catalogue and access to LinkedIn Learning.
* Varied and challenging assignments with our customers.
* Being part of a supportive and dynamic company.
* Activities to get together and share some fun times together: afterworks, teambuildings, conferences are all on the agenda.
Do you fit this profile?
Do your personality and experience match NSI's DNA?
If you're ready to join us, apply now!
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