Company Description
At Sopra Steria’s OptimAI team, we help customers optimize and simplify core operations using leading software solutions like DELMIA Quintiq. We support some of the world’s largest organizations in running their operations efficiently.
Our Customer Care (CuCa) team ensures these solutions continue to perform at the highest level after the go-live: proactively, securely, and in line with SLA commitments.
Sopra Steria offers tailored, end-to-end corporate technology and software solutions to help clients make bold choices and deliver results. Successfully so! With more than 56.000 colleagues in 30 countries, we rank as Europe’s leading digital solutions provider. Some of the most successful companies in Europe rely on our technology due to our commitment to innovation, collaboration, and value in business development.
The world is how we shape it. Let’s shape it together.
Job Description
Your Role
As a Service Level Manager, you are the owner of customer satisfaction post-implementation. You drive the continuity, performance, and improvement of our services to ensure seamless operations.
More than that, you’re expected to act as a trusted advisor, helping our customers get the most out of their solution—beyond day-to-day support. You anticipate needs, identify opportunities, and actively contribute to the evolution of our services, including innovation tracks such as AI or other intelligent automation solutions.
You are the bridge between customer, support teams, and innovation—ensuring smooth operations today, while preparing for tomorrow.
Your Responsibilities
As a Service Level Manager, you are responsible for the continuity, quality, and future-readiness of services delivered by the CuCa team. You combine day-to-day service governance with a proactive and advisory mindset:
Service Delivery & Governance
- Ensure operational continuity and SLA-compliant service delivery across your customer portfolio.
- Guide CuCa consultants in their daily execution and customer interactions.
- Lead service review meetings and communicate clearly through reports and dashboards.
- Align third-party services with contractual and technical standards.
Improvement, Advice & Innovation
- Identify and drive continuous service improvements, both operational and strategic.
- Act as a trusted advisor, spotting opportunities for system-wide optimizations beyond CuCa scope.
- Contribute to our ambition to evolve towards intelligent support services, including AI-driven capabilities.
- Promote knowledge sharing and ensure the Customer Knowledge Base remains a living reference.
Financial, Administrative & Transition Support
- Provide input for budget follow-up and support contract renewals.
- Guide the onboarding of new customers, ensuring a smooth transition into operational support.
Qualifications
What We’re Looking For
We are looking for a pragmatic, structured, and customer-focused professional. You should feel comfortable supporting multiple clients in parallel, each with their own expectations and service context.
- Proven experience in service delivery, service level management, or IT support in an enterprise environment.
- Familiarity with ITIL principles and continuous improvement methodologies.
- Ability to translate customer needs into actionable service and operational improvements.
- Strong communication and stakeholder management skills.
- Experience supporting complex or business-critical software applications is a strong asset.
- Hands-on experience with ITSM tools (e.g., 4me, ServiceNow, or similar).
- Languages: Dutch and English are required; French is a plus.
Additional Information
Our employees are known for making bold choices and delivering results. Work among high-level professionals at the forefront of corporate software solutions and innovation at Europe’s Leading Digital Service Provider.
We offer a generous employee benefits package that includes:
- A variety of perks, such as mobility options (including a company car), insurance coverage, meal vouchers, eco-cheques, and more.
- Continuous learning opportunities through the Sopra Steria Academy to support your career development.
- The opportunity to connect with fellow Sopra Steria colleagues at various team events.
People are the cornerstone of our success. That’s why we aspire to be bolder together. Our goal is to build high-functioning teams and healthy team environments that inspire and help each other to deliver excellence for each of our customers.
Excited about this job opportunity? Ready to shape the world with us? Great! We are looking forward to your application!
Why Join Us?
- Be part of a team that doesn’t just maintain, but actively improves, advises and innovates.
- Make an impact by helping clients think beyond support - and be part of an experienced team that values ownership, trust and continuous improvement..
- Shape the future of Customer Care through by the integration of intelligent support services, including AI initiatives.
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Sopra Steria is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, ancestry, nationality, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, gender (including pregnancy), sexual orientation or any other characteristic protected by applicable local laws, regulations and ordinances. We foster a work environment that is inclusive and respectful of all differences.
