Solution Delivery Manager Commercial Channels

As NMBS- SNCB’s IT company, YPTO is part of the Belgian Railway family making sure that the Belgian railways continue to move forward and that train passengers can travel in a modern and sustainable way.

The recently approved NMBS-SNCB « Rail Vision 2040 » has the ambitious goal to make sure that more people, companies & organisations choose the train as their preferred mobility tool. Not to forget, after all, rail being the most climate-friendly mode of public transport compared to other modes of public transport today.

Next to that, in a world of modern and sustainable mobility, new services and applications using digital technology are being implemented. Leading to increased and better information and communication to rail passengers and rail crew. Setting up diverse channels for purchasing tickets, a better monitoring of assets and further increase automating operational processes. Ultimately improving efficiency and service offering.

An ambitious goal that we’re building and realising: further digitalising SNCB – NMBS, offering innovative solutions and enabling flexible services with a key focus on the end user.

The Domain:

The Business Area Commercial Channels & Products delivers projects and supports the applications in RUN for and in close collaboration with the SNCB-NMBS Directorate Marketing & Sales.

The Business Area Commercial Channels & Products is the IT - partner of this directorate and manages all sales channels as well as the designated backend and after-sales solutions (Products) of NMBS-SNCB.

These regard the website, mobile app, cash-desk, ticket vending machines, sale on board and the B2B sale channels. It resides 80 FTE resorted under 5 direct reports.

When it comes to the development/integration, we rely on off- and onshore teams where the developments/ integrations are being realised in a release train where and when relevant.

Solutions can be built in-house and/or purchased through a 3rd party.

The Job:

On a day to day basis, overall you assure delivering IT services to the customer by managing & steering the department according to the objectives & priorities policy set-out by the Head Of.

You act as a bridge from senior management for translating higher-level strategies and goals into operational plans that drive the teams and as such the delivery of the projects and tasks towards the business.

Your span of control relates to a number of focus fields, it is varied and non-exhaustive:

• Finance & Project Management
• Leadership & People
• Collaboration & Co-creation
• Communication & Stakeholder Management

Finance & Project Management, creating a yearly and/or long-term departmental budget proposal and assure the E2E responsibility as to project- & program management and service delivery:

• You safeguard, discuss & report on the set-out budget, this on a regular basis to the Head Of and the different stakeholders;
• Safeguard overall planning, budget, current events and quality of the projects and/or services executed within the teams;
• Facilitate (high level) the set-up of project structures in close cooperation with your major stakeholders;
• Act as escalation level in case of conflicting requests for project capacity and/or service delivery;
• Assess risks of projects & services in terms of visibility & critical path, you flag any impediments & pro-actively communicate to the Head Of;
• Safeguard the optimal occupancy in terms of capacity & competencies of the different projects & teams in function of the needs. Hence guaranteeing service delivery and knowledge retention & - transfer at all times (correct & adjust where & when needed)
• Escalate activities that make up part of other departments within YPTO (i.e. changes, call handling, etc , and makes available all knowledge and means needed (vb. Training, documentation, procedures, etc.)

Leadership & People, being the cornerstone of your organisation, building teams to optimise personal & business performance & lead by example towards your teams:

• You guide, motivate & coach your direct reports in a result driven manner, delegating responsibilities and activating them to achieve their individual & team targets to a maximum;
• You act as support towards your direct reports when managing more complex situations (with their team members/or between team members;
• You establish a structure of regular individual & team consultations to discuss the goals to achieve and discuss possible issues regarding the organization & personnel management;
• You create a Workforce Planning to assure continuity of the service delivery of one or more teams, including in- & out flow or possible transfer of co-workers;
• You come up and actively encourage others to work with a development track and/or action plan regarding the development and performance of co-workers in close cooperation with your HR Business Partner.

Collaboration & Co-creation in assuring the optimal cooperation with and towards the different stakeholders:

• Act as trusted partner/advisor for the customer in detecting and formulating their needs.
• Safeguard the cooperation of your team leads with the partners to make sure that the partner is informed throughout of the services delivered by the teams, you take corrective & mitigations actions when needed.
• Support the teams if and when needed in contact with the customer (act as back-up, weigh in on the strategic decisions to be taken.

Communication & Stakeholder Management, fostering & managing a healthy partnership with the customer as well as the internal & external stakeholders:

• Pro- & re-active communication tailored to the situational context & audience (communication channel, sense of urgency, style, uniformity, key message...)
• Actively create awareness related to the overall sense of urgency , the critical path, the strategic importance of projects and/or services for the company and the customer.
• Participate to the different Steerco meetings and/or other consultative committees where needed (in function of visibility, urgency, risks, management attention

Vereisten

Your hard skills:

• Master's degree or equivalent through experience
• Relevant working experience of 10 years in IT
• Profound Knowledge of business/IT processes & evolutions
• Profound knowledge of IT-platforms, -software & - solutions
• Knowledge of financial-, project - & strategic management
• Profound knowledge of People Management

Your human skills:

• Problem solving mindset
• Stress resilient
• Strong communication & listening skills
• Servant leadership
• Adaptable & flexible in ways of thinking & acting
• Driven to set goals, delegate & empower people
• Decisive, take ownership & accept responsibility

Our offer

Within our open business culture, you will work behind the scenes on the digital transformation of NMBS/SNCB. You have a job with social impact and room for personal input. In addition to a good work-life balance and a competitive salary, your package includes:

• Possibility to work from home 3 days a week + flexible working hours
• 35 days of leave
• Company car + public transport pass
• Target bonus
• Hospitalisation insurance (including dental care) for the whole family, group and invalidity insurance (cafeteria plan), without own contribution
• Meal and eco cheques
• Net allowances for remote work and carwash + internet budget