IN THE CLOUD: Meeting the Service Delivery team

But what exactly is service delivery? It is the team responsible for the production and fulfilment of your orders, as well as tracking them through to commissioning.
To learn a little more about this role, we asked Samuel BILLE, Delivery Manager, to answer our questions.

What does your role involve?

Samuel: Being a Delivery Manager means being someone who meets the expectations of the team members you supervise throughout the day — on a human level, of course, but also by providing technical expertise and support for blocking issues.
I also manage KPIs such as average delivery time, customer satisfaction, and the proportion of orders awaiting client input… Finally, I play a communication role, both with our subcontracting partners and with colleagues in technical support.

What does a typical day in Service Delivery look like?

Samuel: We have 5 main activities in Service Delivery. We respond to our clients (whether by email, phone or through our shared tool), we also coordinate the work of our partners and subcontractors. In addition, we monitor ongoing orders and endeavour to finalise them as soon as possible. We follow up with clients on orders for which we are awaiting responses. Finally, we prepare and conduct weekly follow-up review sessions.

What is your added value for our clients?

Samuel: We are responsible for helping our teams respond as effectively as possible to our clients' expectations: orders must arrive on time, and we must understand the root causes of delays and how to address them.