nFuse is a highly technical company that works with diverse clients across many industries, including consumables, farming, high-end electronics, automotive and the public sector.
Translation is key
The Service Delivery team plays a crucial role in converting complex technical information into understandable language for a range of stakeholders: C-level executives, project owners, technical leads and development teams.
Daily operations involve processing massive data flows through monitoring systems, alerting tools, analysis platforms and service desks. The team leverages Application Performance Monitoring tools and incident management systems to gather relevant customer data. Reports track metrics such as the availability of systems, containers or queues, and endpoint, API or basic up/down statuses.
Each month, the service level manager prepares detailed customer reports while coordinating with customers, third parties, development teams and internal operations. The process includes both retrospective analysis and forecasting to support continuous improvement.
SLM meetings
Service Level Manager meetings take place in person or via Teams, featuring comprehensive presentations centred on the customer's environment, release management, new improvements and strategic planning (such as Black Friday preparations). These sessions let all stakeholders communicate directly and improve processes and systems together.
After the meeting, presentations and reports are shared with customers for internal distribution.
With two to four customer meetings a day, the Service Delivery team handles a considerable workload, requiring functional and technical analysis expertise specific to each environment. nFuse is actively recruiting for this role.