Cap4 Lab is a growing international company active already in 7 countries (France, Luxembourg, Germany, Switzerland, Italy, Portugal and China). We are looking for a Service Delivery Manager to join our European team.
As a member of the Integration Managed Services (IMS) Team, the Service Delivery Manager will provide high-level technical support and technical strategy road-mapping to managed services clients in a 24/7/365 environment. As a visible member of our team, this individual will work at Managed Solutions headquarters and at various client sites.
As a Service Delivery Manager you will be technical responsibility for a certain customers’ pool across team and department boundaries. This speeds up workflows, simplifies processes and improves communication. As the central point of contact with customers, the SDM assumes responsibility for planning and central coordination. Furthermore, a SDM ensures that all assets of our customers' ecosystem are correctly documented. In this way, all information is centrally bundled and the prerequisite for a continuous improvement process is created.
What will you learn?
During our on-boarding, you will be able to:
● Learn the core MuleSoft products;
● Take official MuleSoft certifications;
● Learn support tools and processes;
● Lead customer calls on easy cases;
● Coordinate high severity and complex cases.
Your Responsibilities
Being part of our international and distributed Managed Services team means:
● Accountability for overall client ownership from a technical perspective, ensuring and coordinating client issue resolution in accordance with Service Level Targets
● Acting as a senior technical resource for client issue/problem escalation in the managed services department
● Participating in problem and incident management activities, where necessary.
● Accountability for ensuring the successful management of Clients
● Assessing and understanding the technical needs of clients
● Accountability for managed services clients’ applications, including the development of a technical strategy for ongoing management in accordance with the client’s business goals.
● Mentoring and supervising daily activities of the Managed Services Support Engineer staff. Provide feedback to the team.
● Performing technology project services for assigned clients
● Accountability for ensuring documentation management for clients
● Periodically travelling onsite to clients to address technical needs or concerns
● Other responsibilities as assigned.
● Participation in service and technical review meetings with our customers
● Drive outstanding customer experience
● Create knowledge bases and support tools for our customers and internal teams
● Help improving and optimising support processes and tools
● Engage with other cross-functional teams to review and improve customer engagement with MuleSoft Project teams (developers, devOps, etc.)
● Help maintaining MuleSoft Managed Services Support team as a differentiator
● Be part of the best team in the business and make it ever better
Your profile
● You are flexible with regard to your location at the customer's site
● Demonstrated dedication to outstanding customer service and a drive to deliver exceptional service to both internal and external team members.
● Strong organisational and problem-solving skills. Experience prioritising multiple responsibilities in a fast-paced environment.
● Demonstrated success in a leadership/mentorship capacity strongly preferred.
● Integrity and the ability to maintain confidentiality.
● Passionate about technology, and love understanding complex technical issues
● Deep knowledge of Internet technologies and protocols such as HTTP and FTP
● Understanding of network monitoring concepts and management tools
● Able to collate and interpret data from various sources
● ‘Can do’ attitude.
● Excellent oral and written French and English communication skills.
● Demonstrated success using ticket systems to document client issues and communication.
● Experience providing technical and professional mentorship to assigned reports.
● Demonstrated success in providing disciplinary coaching.
● Ability to provide honest, objective feedback in a respectful manner as part of a performance management practice.
Nice to have:
● SOA and Microservices knowledge
What do we offer?
You are a cool, fun team-player who wants to give a boost to his/her career? You want to join a dynamic multicultural (13+ nationalities) and fast growing company with international projects in different industries? Great, we were looking for you ! Come and join us, we can offer you:
● An amazing career path with continuous development
● A respectful employee culture, flat hierarchies, short communication channels and an open-door policy;
● The position will honour dedication, diligence and structured and independent working
● Generous compensation
● A collegial working environment, regular joint company events (workshops, company parties);
● Comprehensive training and relevant certifications.
Retribuzione: €25.000,00 - €28.000,00 all'anno
Benefit:
- Assicurazione sanitaria
- Buoni pasto
- Cellulare aziendale
- Computer aziendale
Sede di lavoro: Di persona
