Service Delivery Manager (m/f)

• Act as the main service delivery contact for assigned customers throughout the service lifecycle, aligning customer expectations with operational delivery capabilities across internal teams.
• Manage and monitor Service Level Agreement metrics, ensuring incidents, requests, and escalations are handled according to agreed priorities, with consistent ticket quality, categorisation, and escalation paths.
• Coordinate high-priority incidents, recurring issues, and escalations across internal teams and external providers, ensuring clear ownership, structured follow-up, and timely communication throughout.
• Prepare and share service performance reports, SLA follow-ups, incident summaries, and improvement actions with customers and internal stakeholders.
• Organise and lead regular service review meetings with customers to review performance, risks, open points, satisfaction, and improvement opportunities.
• Support customer onboarding, service readiness, and operational handover by ensuring that support processes, documentation, escalation paths, monitoring needs, and SLA expectations are properly defined.
• Identify recurring issues, service bottlenecks, SLA risks, and operational weaknesses, and drive corrective actions in collaboration with the relevant teams.
• Support continuous improvement initiatives, including process standardisation, automation opportunities, service quality improvements, and stronger operational governance.

• Higher education in a technical field (e.g. Bachelor’s degree, or equivalent) or comparable relevant professional experience.
• 5–8 years of experience in service delivery management, customer success, managed services, operations coordination, technical account management, or a similar role in a technical environment.
• Experience in media, broadcast, IT, telecom, cloud, platform-based services, or managed service environments is a strong advantage.
• Good understanding of service management principles (e.g. ITIL), including incident management, problem management, request fulfilment, escalation management, SLA management, and continuous service improvement.
• Able to understand technical services, operational workflows, monitoring information, incident reports, and service dependencies sufficiently to coordinate resolution and challenge unclear situations.
• Strong customer-facing communication and stakeholder coordination skills, with the ability to deliver clear, structured, and professional updates across technical, operational, commercial, and customer-facing teams in any situation.
• Strong analytical and problem-solving skills, with the ability to identify patterns, recurring issues, service risks, and improvement opportunities.
• Organised, reliable, and able to manage multiple customers, incidents, and follow-ups in parallel, with full ownership from initiation to closure.
• Fluent in English. Proficiency in French, German, and/or Luxembourgish is a strong advantage.

As a Service Delivery Manager, you join BCE’s Customer Services Unit, where customer relationship, service coordination, media operations, technical delivery, and business priorities come together.
BCE operates in a multicultural environment and delivers highly technical media services, supported by strong IT, platform, infrastructure, monitoring, and operational foundations. This means that successful service delivery depends not only on technical understanding, but also on clear communication between customers and internal teams.
In this role, you help connect both worlds: you clarify customer expectations for technical and operational teams, and you translate operational or technical situations into understandable, professional communication for customers. You bring structure to incidents, service reviews, escalations, onboarding topics, and improvement actions.
By working closely with teams across BCE, you contribute to reliable media services, stronger customer satisfaction, and continuous improvement, while living BCE’s values of respect, collaboration, ownership, agility, and customer focus.