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Service Delivery Manager H/F

Il y a 2 mois

Clichy, Île-de-France Déessi Temps plein

Poste et Missions :

Vous serez responsable de la gestion globale de la prestation de service. Vous serez chargé(e) de garantir que les services répondent aux exigences et aux attentes des clients de Déessi en termes de qualité, de temps de réponse, de coût et de conformité.

Vos responsabilités clés :
  • Gérer la relation avec les clients, les parties prenantes pour comprendre les besoins et les attentes en matière de services informatiques.
  • Élaborer et mettre en œuvre des stratégies, les budgets de prestation de services pour garantir la satisfaction, en tenant compte des coûts et des délais.
  • Superviser l'équipe de prestation de services informatiques interne Déessi pour assurer une prestation de services de qualité et en temps voulu.
  • Élaborer des normes de qualité pour les services informatiques et suivre les performances par rapport à ces normes.
  • Élaborer et mettre en œuvre des plans d'amélioration continue pour les services, en se concentrant sur l'efficacité, l'efficience et la satisfaction des clients.
  • Assurer une communication claire et transparente avec les clients sur l'état des services informatiques, les problèmes et les plans d'action.
  • Analyser les coûts et les performances des services informatiques pour identifier les possibilités d'amélioration de l'efficience et le service rendu.
  • Élaborer des rapports de service réguliers pour les clients et les parties prenantes, en fournissant des informations sur la prestation des services, la conformité et les performances.
Vos missions :
  • Assurer le pilotage et la coordination opérationnels de l'ensemble des prestations objet du contrat :
  • Service Desk et assistance aux utilisateurs,
  • Service d'administration réseaux,
  • Service d'administration systèmes,
  • Maintien en conditions de sécurité,
  • Services à la demande liés aux projets et évènements.
  • Garantir la correcte délivrance des prestations d'objet des contrats selon les niveaux de services définis ;
  • Orchestrer, suivre le bon déroulé des projets,
  • Accompagner la conduite de changements,
  • Conseiller et accompagner les représentants des clients sur les aspects informatiques (infrastructures, réseaux, etc.);
  • Rendre régulièrement compte des prestations délivrées aux clients ;
  • Organiser, préparer, participer aux différentes instances de pilotage et de suivi des prestations :
  • Comité de suivi opérationnel,
  • Comité de Pilotage,
  • Comité contractuel.
  • Élaborer, en lien avec les clients, les plans d'action préventifs, correctifs ainsi que les plans de progrès.

Votre profil :

Issu d'une formation BAC+2 à BAC+3 en informatique ou école de commerce, vous possédez une expérience d'au moins 3 ans.

Compétences :

Requises :
  • Excellentes compétences en communication écrite et verbale.
  • Capacité à résoudre rapidement les problèmes techniques et à communiquer efficacement avec les clients.
  • Bonne capacité d'organisation et de gestion des priorités.
  • Capacité à travailler en équipe et à collaborer avec d'autres départements.
  • Capacité à établir et à maintenir des relations solides avec les clients et les fournisseurs de services informatiques.
  • Connaissance des politiques de sécurité informatique, des environnements d'hébergement, des pratiques de sauvegarde et de récupération de données.
Savoir être :
  • Sait communiquer, partager, échanger avec les clients, équipes internes et partenaires externes.
  • Sait être élément moteur, facilitateur du travail en équipe.
  • Sens du client et du service (respect des engagements).
  • Dynamique, autonome, esprit d'initiative, rigoureux.
  • Esprit d'analyse et de synthèse.

Rémunération :

Salaire Brut Annuel : à partir de 50 000 €, selon expériences.