Service Delivery Manager: Career Interview with Pascal Blanchut



The Net4All team is made up of passionate, curious and versatile employees: we would like to invite Pascal Blanchut, who joined the company in February 2018, to answer our questions about his role as Service Delivery Manager.

His motto: coordination, both internally and with our clients!

Firstly, what is your position at Net4All and what does it involve?

I was won over by Net4All’s deep commitment to client satisfaction. This is why I joined the team as Service Delivery Manager. My area of activity is relatively broad, since I support both the technical teams in project coordination activities during the deployment phases, and customers throughout the lifecycle of the relationship.

My day-to-day job is to ensure the management of commitments and, in particular, the coherence between the expression of needs and the services provided. This is achieved by setting up and measuring performance and quality indicators as well as by organising and leading regular management teams. The idea is to position myself as closely as possible to the field in order to fully understand the business issues and to maintain a proactive as well as continuous improvement momentum.

In parallel to my role in Customer Support, I work on infrastructural projects for the company, such as the implementation or optimisation of processes and tools. After all, these two functions complement one another very much, since I am given the opportunity to work with the different teams on strengthening the value chain.

How did you end up here?

My background is a bit atypical but relationships and customer service have always been at the centre of what I do. Following an initial post in the hotel business, I undertook studies in business informatics.

With my degree in hand, I was given the opportunity to work for a multinational company, then to co-found a company developing customised application solutions. Although I have moved away from technology in order to hone my skills in corporate management, I have been working in the IT field for more than 15 years.

Joining a secure cloud operator represented a new challenge, both in terms of sector specifics (project typology and customers) and the technical implementation.

What is your typical day like?

Although some periods are dedicated to very specific activities such as the measurement of indicators, organising and leading management teams or reporting – in principle, at the beginning of the month/quarter – each day is different. It is in this variety of responsibilities that I find maximum motivation.

What do you like most about this job?

The Service Delivery Manager has a rather central role since he or she contributes to the customer relationship during the preliminary stages, sometimes in the pre-sale phase. He or she then supports the project in the implementation and operation phases. It is therefore necessary to have a technical-operational background and to be able to adapt one’s communication. Such excellence in communication is a primary element of satisfaction.

I also appreciate the customer contact and being able to participate towards maintaining a fine relationship by making myself available and offering adapted support solutions.

From a more personal point of view, I have a great deal of autonomy in carrying out the tasks entrusted to me, which contributes to maintaining a good level of commitment in the day-to-day business.

What made you wish to join Net4All?

Above all, I was looking to make headway within a human-sized company with good values. Although the team is young, at Net4All I found powerful technical skills and an established maturity when it comes to know-how, security and operational excellence.

Joining such a team seemed the obvious thing to do for me!

On a personal level, what do you enjoy doing?

Sport, spending time with my family and friends, personal development and not forgetting to enjoy life. In short, “a healthy mind in a healthy body (but not too much)”!