Service Level Manager (FR/NL)

Destiny is looking for an extremely customer-oriented service level manager. He/she will be responsible of the service level management for our top clients by acting as an interface between the operational teams and our customers. A Destiny service level managers knows Destiny Inside-out and ensures that all appropriate stakeholders are Involved In the projects and escalations of our customers. With his/her eager and stress-resistant character, the SLM will bring Destiny to the next level of customer excellence.

Vacature Support

What will you do?

  • You will ensure customer satisfaction by collecting the customer's feedback and escalations, translate them Into an action plan, gather the appropriate people for every action and follow-up until closure of all action points.
  • You will - together with the account manager - hold business reviews on a regular basis with our customers to report on the service level agreements and gather feedback in order to improve our operational services. While the account manager Is responsible for communicating the feedback Internally, you are responsible for picking up the technical action points.
  • You will work closely with the Operations manager, whom Is your direct manager, the escalation manager and the Customer excellence manager to optimize the customer satisfaction at Destiny.
  • You are accountable for the definition, management, governance and improvement of the Service Level Management Process.
  • You question if Destiny Is meeting up with the customers' expectations and If we act accordingly. Based on some structural research, you will suggest Improvements.  
  • You create reports of the customer's product portfolio and Its service (e.g. tickets,…). You present these reports via email, via tri-monthly or monthly meetings, based on the service level management contract of the customer.  You will give a structured overview of past reports and It’s actions.  As an extremely customer - and employee oriented person, you will develop and maintain strong working relationships with key stakeholders, internally and externally.
  • You will be the personal escalation point for your customers and will also proactively contact them when there are incidents or possible improvements on the company's structure.

What do you need?

  • Excellent commercial and customer understanding. You are able to understand how the customer is using Destiny's services and detect the real needs and struggles of  the customers.
  • Technical understanding of telecom services with ability to translate into business concepts, but no technical hands-on required.
  • FR/NL (good written & speaking) language and English skills is a must have.
  • Very good communication skills, both written and verbally. You are also able to present for a larger audience.
  • You are a patient person with excellent listening skills, but are not afraid to say "no" when needed. You are assertive and take actions when necessary.
  • You are organized and structured and are committed to follow-up actions you are coordinating.  
  • You can maintain good customer relationships and are a social person.
  • You are a team player, as this job is depending on the entire company
  • You are not afraid for a bit of stress and/or difficult customers.
Vacature formulier

Destiny offers you:

  • An environment where a lot is possible and that revolves around growth and development;
  • A good salary with extra-legal benefits;
  • An exciting atmosphere with a good pat on the back once in a while… as it should be!
  • Our CORE values distinguish us from other employers:
    • Commitment: we go for it together and strive for a long-term relationship.
    • Ownership: taking and accepting responsibilities.
    • Respect: every person is different, and we let everyone be themselves.
    • Empowerment: we offer you all the help, support and tools you can think of.

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