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Delivery Manager Telephony Services

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Date: Mar 15, 2021

Location: Amsterdam, NL

Company: AkzoNobel

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

Job Purpose

The Delivery Manager Telephony Services drives the delivery of telephony services (including fixed voice, conferencing, contact center and PBX services) in line with business expectations, budgets and service levels in an operational excellence fashion. The Delivery Manager Telephony is responsible for ensuring that contracted service providers deliver these services as per agreed budget, performance levels. The Delivery Manager Telephony Services will contribute to and incorporate these services in the End-to-End services to be delivered to the business units and end-users across AkzoNobel. This with the help of peers in the global delivery organization (GBS). The Delivery Manager Telephony Services reports into the Domain Manager Network and Telephony Services in the GBS Information Management (GBS IM) organization. GBS IM the global IT service delivery unit within GBS, under the functional responsibility of the CIO. GBS IM is responsible for providing End-to-End IT services to the business units and the 34.500 endusers across 1.000 locations, while simplifying, standardizing, globalizing and automating underlying processes. A large part of the service delivery activities is outsourced to external service providers as strategic partners. This implies that the GBS IM is largely dependent on the performance of and cooperation with these partners, and that these need to be managed accordingly.

Key Accountabilities

  • Responsible for delivery and service management of telephony services (including fixed voice, conferencing, contact center and PBX services);
  • Responsible for execution of the service level agreements from service providers in this domain and towards the business and ultimately 34.500 end-users across 1.000 locations, ensuring that SLAs are met;
  • Makes sure that all IT service management processes, operational agreements underpinning contracts are appropriate and aligned for the agreed service level targets;
  • Enhance business perception of IT by quickly resolving and communicating requests and incidents;
  • Maintain and improve user satisfaction with the quality of telephony services;
  • Responsible for ongoing analysis, documentation, management and reporting of incidents and requests in daily operations. Monitors and reports on service levels;
  • Coordinate and check all invoices against contracted and delivered services. Forecast planning per agreed period with service providers and internal business representatives;
  • Drive knowledge management and value extraction within the telephony domain;
  • Actively seek alignment and cooperation (‘shoulder to shoulder’ mindset) with internal colleagues and external service providers;
  • Raise the bar by continuously look for ways to improve, also by staying abreast of external trends;
  • Pro-actively contribute to the operational integrity of GBS operations globally through continuous improvement and operational excellence.


  • Master degree in business management, computer science, computer engineering;
  • Professional with minimum of 6 years of experience in the IT sector including 2-4 years managing IT services & professionals across diverse geographies and organizational cultures;
  • Strong project management / portfolio managements experience;
  • Strong external vendor management experience in an international context;
  • Strong management / portfolio managements experience;
  • Knowledge of the manufacturing/ process industry;
  • Knowledge of best practice solutions in the shared solutions space;
  • Experience in relevant infrastructure services;
  • Demonstrable ability to act autonomously.

Key Generic Competencies


  • Excellent communication and stakeholder management;
  • Collaboration through trust and continuous drive for improvement/optimization (continuously raising the bar for him/herself, his team, his peers and suppliers);
  • Ability to remain neutral toward technology, vendor and product choices, as well as to be more interested in results than in personal preferences;
  • Ability to balance the long-term (or “big-picture”) and short term implications of individual decisions;
  • Ability to see the whole picture (“helicopter view”) and being able to focus into the details;
  • Knowledge and respect of different cultures, understand diversity value;
  • Financial reporting and analysis, strong analytical skills;
  • Fluent in written and spoken English.


Application details

We welcome your online application, reference 9543. Please note that applications sent by mail will not be considered. If you have any question, please feel free to contact our Talent Resourcing Partner Jeroen Sevenstern phone +31 (0)6 51706499.

An employment screening may be part of the selection process.

Agency or sales calls are not appreciated


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 9543