Service Delivery Manager

Context: Within the framework of the contract concluded with the client, the Service Delivery Manager (SDM) is responsible for implementing and managing the governance, quality, and monitoring system for the service. They work closely with the client's project manager to harmonize practices across the partnership and ensure the operational launch of the project within the agreed timeframe.
Responsibilities
• Define, with the client's project manager, the methodological framework for key performance indicators (KPIs), their measurement methods, and the dashboard for monitoring the service.
• Formalize the organization and committee structure, methodologies and procedures, format of key deliverables, management tools, indicators, and dashboards in the quality assurance plan.
• Initialize the documents necessary for monitoring the partnership and ensure their harmonization with other partners.
• Prepare the materials for the kick-off meeting: issues, projects and macro-tasks, objectives, RACI matrix, inputs, deliverables, milestones, organization, methodological framework, risks, and next steps.
• Lead the kick-off meeting, to be held no later than three weeks after the contract award notification, and then draft the meeting minutes.
• Gather the inputs necessary for the execution of the assignments: client standards, deliverable templates, processes, and procedures.
• Set up the mission logistics: dedicated infrastructure and environments, site interconnection, collaborative tools, workstations, accounts, and access.
• Monitor service quality, anticipate risks, coordinate stakeholders, and provide regular reporting to the client.
Deliverables
• Quality assurance plan.
• Documentation of KPIs and their measurement methods.
• Performance monitoring dashboard.
• Partnership management system and monitoring documents.
• Kick-off meeting materials.
• Kick-off meeting minutes.
• Onboarding guide including applicable standards, templates, processes, and procedures.
• Operational logistics setup: environments, tools, workstations, accounts, and access.
• Periodic reporting on service quality, risks, actions, and decisions.
Required Profile
• Proven experience in managing service delivery, ideally in an IT or transformation environment.
• Proficiency in governance frameworks, committee structure, quality assurance plans, KPIs, dashboards, and reporting.
• Ability to structure a project launch, coordinate multiple stakeholders, and ensure operational prerequisites are met.
• Excellent written and oral communication skills, ability to lead meetings, and produce summary deliverables.
• Rigor, organizational skills, autonomy, foresight, and results-oriented approach.
• Proficiency in managing risks, priorities, service level agreements, and action plans.
• Business knowledge of the retirement sector, its main management processes, and regulatory challenges.
• Knowledge of ITIL or an equivalent framework is an asset.
Technical Skills
• Sound understanding of retirement information systems: management of memberships, career paths, contributions, entitlements, pension calculations, and benefit payments.
• Knowledge of social and declarative data flows, particularly the DSN (French Social Security Declaration), as well as exchanges with employers, insured individuals, partners, and social security organizations.
• Ability to manage sensitive and highly integrated business applications, including insured individual databases, calculation engines, document management, user relations, and inter-scheme interfaces.
• Proficiency in IT service management applied to retirement processes: incidents, problems, changes, requests, deployments, and service levels.
• Ability to define and monitor SLAs and KPIs related to service availability, data quality, processing times, rejections, calculation errors, and payment continuity.
• Proficiency in ITSM tools, ticketing systems, monitoring, reporting, and batch processing and application workflow management.
• Knowledge of security and compliance requirements related to personal and social data: GDPR, access rights, traceability, confidentiality, archiving, and access management.
• Ability to manage business continuity and disaster recovery, particularly during regulatory deadlines, settlement campaigns, and payment cycles.
• Ability to coordinate business, research, production, infrastructure, security, support, and service provider teams, and to analyze the impact of regulatory changes on the information system.
• Proficiency in Excel and PowerPoint to consolidate service data, analyze indicators, and produce dashboards and governance documents.
• ITIL certification or proven expertise in its processes is preferred.
Functional Skills — Retirement
• Mastery of the insured person's journey, from enrollment to pension payment, including career reconstruction, accrual of rights, and pension settlement.
• Sound knowledge o