Service Delivery Manager – IT Support

Il y a 5 jours

Lyon, Auvergne-Rhône-Alpes, France GECI International Temps plein 70 000 € - 90 000 € Contrat

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Manage the operational activity of the service center and ensure the delivery of services
Oversee incoming request flows and ensure they are properly handled
Prepare and lead daily meetings with the service provider
Act as the primary point of contact in crisis situations or for major incidents
Analyze volumes, trends and incident typologies
Identify recurring root causes and propose corrective actions
Prepare and chair incident committees and performance reviews
Define, track and analyze service quality KPIs
Contribute to the continuous improvement of support and resolution processes
Support the service provider in achieving its quality and performance objectives
Streamline and automate the processes for analysis, reporting and data delivery

Bachelor's degree to Master's degree in computer science, IT service management or equivalent
5 to 10 years of experience in IT service management, user support or service desk operations
Experience in a support environment or service desk is highly valued
Good understanding of desktop and collaboration environments
Proficiency in ITIL processes and ITSM tools