Delivery, Service Manager- Dutch Speaker

**Our story**

At Alight, we believe a company’s success starts with its people. It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology, allows companies and employees around the world to transform and thrive.

With a competitive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

**Role**

The Service Manager is responsible for engaging and coordinating the team in all day to day service activities. You will ensure that the team is properly resourced, trained and skilled to enable deliverables to be met timely and accurately and using the agreed upon standards. You are responsible for the adherence of all applicable internal standard processes, as well as listening point to anticipate, prevent and manage any staffing issues. You will need to perform active management, understand the levels of progress and specific needs for each individual whilst recognizing how the team fit into the larger delivery picture. As the Service Manager you are expected to display decision making skills that support all company and service policies while maintaining a professional environment for all team members

Perform performance review for their team in collaboration with the Operation Manager - Support and manage the team to ensure SOC compliance - Ensure the team understands and follows the Defined Work Instructions (DWIs) and other process documentation. Monitor the periodic review of DWIs and ensure that DWIs are completed, stored as per standards, and up to date - Manage TRS and all time-related standard processes for their team: back-ups, shifts, holiday coverage, absences, presence in trainings, overtime, work at home, etc. Based on the standard process requirements, inform/consult with the Operation Manager - Manage schedule adherence, team productivity, capacity and utilization - Ability to recognize and deal appropriately with sensitive and confidential information - Support and adhere to all security compliance procedures while managing security incidents as per the defined process - Support technical issue coordination and resolution - Maintain a professional environment; correct behaviours and enforce the use of business etiquette - Work in very strict, positive and flexible collaboration with the Operation Manager - Liaise and collaborate with other departments as appropriate, including QA, Service Readiness, AS, reception - Participates in other projects and activities compatible with own skills as needed and assigned

Adherence to all Security and Compliance procedures - 100% on time and proper tracking of customer SLA agreements - Adherence to quality standards - Team retention - Team Performance within defined standards and customer contract.

**REQUIREMENTS**

**Our commitment to Diversity and Inclusion**

Alight believes diversity should be visible, valued, and sustained throughout the organization. And we’re committed to enabling an inclusive culture of belonging that engages all colleagues and grows the diversity of our talent to proudly represent the clients and communities we serve.

As an affirmative action employer, we adhere to the principles of equal employment opportunity in the workplace as defined in our diversity policy statement.

**Diversity Policy Statement**

Alight does not discriminate against anyone based on sex, gender, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law. In addition, we take affirmative action to employ and advance in employment qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

**Authorization to work in the Employing Country**

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

**DISCLAIMER**:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job