Service Delivery Manager (back Office Operations)

Service Delivery Manager

Telenet is seeking a seasoned Service Delivery Manager to oversee and optimize the performance of its Back Office Operations, delivered in partnership with Infosys. This role is pivotal in ensuring seamless system-facing, operational interactions that safeguard customer experience, while driving strategic alignment and continuous improvement within the framework of the existing outsourcing contract.

Key Responsibilities

• Strategic Partnership Management: Act as the primary liaison between Telenet and Infosys for Back Office Operations, fostering a collaborative and performance-driven relationship.
• Operational Oversight: Maintain end-to-end visibility on service delivery across ~50 Infosys agents. Ensuring SLAs, KPIs, and quality standards are consistently met. Escalation and collaboration if needed towards overall partner manager.
• Quality Audit: Execute regular quality checks on the interactions and results of the partner.
• Continuous Improvement: Identify and implement process enhancements, automation opportunities, and efficiency gains within contractual boundaries.
• Governance & Reporting: Lead regular performance reviews, risk assessments, and escalation management, ensuring transparency and accountability.
• Onsite Collaboration: Willingness to work several weeks per year from Infosys locations in India to strengthen engagement and drive operational excellence.

Ideal Candidate Profile

• Proven experience managing offshore service delivery, preferably with Indian stakeholders.
• Strong understanding of telco operations and system-facing back office processes.
• Excellent communication, stakeholder management, and cross-cultural collaboration skills.
• Analytical mindset with a focus on continuous improvement and contract compliance.
• Willingness to travel internationally for extended periods.

What We Offer You

• A dynamic and open team culture with strong collaboration.
• Exposure to a broad landscape of internal stakeholders and strategic partners.
• Room to grow personally and professionally, with space to shape your role.
• High levels of autonomy and responsibility in a key operational domain.
• A competitive salary and benefits package.

Job Identification: 5069

Job Category: Customer Service

Degree Level: Master's Degree

Job Schedule: Full time

Locations: Mechelen Liersesteenweg