nFuse is a very technical company. Technical details, set-up, monitoring, and configuration are the usual stuff we discuss. But that is definitely not all of it. nFuse is very lucky to have wonderful customers in all kinds of business areas, such as:

  • Consumables;
  • Farming;
  • High-end electronics;
  • Automotive;
  • Government etc.

Work areas at nFuse are virtually endless.

Translation is key

But how do we translate all the technical information into clear and understandable language? How do we present and report this in such a manner that we are able to address C-level, Project-Owners, Technical Leads and development teams? Well, in comes our Service Delivery team. Let’s take you through a day in the life of… The nFuse Service Delivery Manager.

On a daily basis, data flows through our systems in massive amounts. We set these flows up through multiple monitoring and alerting systems, analysis tools, dashboards and service desks. The key is to make sure all that data is collected and understood by our Service Delivery team. Every customer is unique. Every customer is distinct. There are common factors throughout them, though; connecting those dots is one of nFuse’s strengths.

Using the Application Performance Monitoring tools, Alerting Tools, and Incident tools, the delivery team is able to collect all the relevant information for their customers. It starts by defining the correct views and KPIs for one customer in a personalised report. All the reporting is done in our reporting system, where various screenshots and data points are collected. We’re talking about the availability of systems, containers or queues. But also endpoints, API or basic up/down statuses are taken into account.

Every month our service level manager prepares a detailed report per customer. We’re not only concerned about the reporting: during the preparations, we’re also occupied with negotiations with the customer, third parties, development teams and last but not least, our internal operations team. The service level manager makes sure to have obtained every bit of relevant information to be able to inform the customer of the latest. We’re not only looking back but also forecasting and steering the continuous improvement process. We need all involved teams to be able to do so.


The SLM meeting itself is presented physically or by Teams with the support of a comprehensible presentation. The focal point is, of course, the customer’s environment, but also the release management, new improvements or functionalities. Big sale moments (e.g. Black Friday) preparations are discussed. The SLM meeting is often a key moment in this process since all relevant parties can talk to each other. They can grasp each other to improve processes and systems.

After the meeting, the presentation and reports are shared with the customer for internal use: all this information can then be forwarded to inform the internal teams.

With 2 to 4 customers a day, you can imagine days are quite full for our service delivery team. Every customer requires functional and technical analysis and in-depth knowledge of the specific environment.

A Day in the Life of…got you interested?

Were you triggered by reading this? Would you like to join our Service Delivery team? We are on the lookout for you! Make sure to check out Service Level Manager job!