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IT Service Delivery Lead
Il y a 2 mois
Emagine Consulting is seeking a highly motivated and experienced IT Service Delivery Manager to join our team. This role is crucial in ensuring the seamless transition of new applications and services into production environments, as well as managing critical updates for existing systems.
As an IT Service Delivery Manager, you will be responsible for overseeing all aspects of service delivery, from incident management and resolution to continuous improvement initiatives. You will act as a key point of contact for internal clients, providing exceptional support and guidance throughout the service lifecycle.
Responsibilities- Lead and coordinate on-call activities, ensuring prompt and effective response to critical incidents.
- Serve as the primary point of contact during major incidents, coordinating communication and resources to minimize downtime and impact.
- Collaborate with internal teams and external service providers to ensure smooth service delivery and adherence to established SLAs.
- Develop and implement comprehensive incident management processes, including post-mortem analysis for continuous improvement.
- Monitor service performance metrics and proactively identify areas for optimization.
- Foster strong relationships with internal clients, understanding their needs and providing tailored solutions.
- Participate in governance committees to ensure alignment with organizational goals and best practices.
- Bachelor's degree in Computer Science or a related field.
- Proven experience in IT Service Management, ideally within a fast-paced environment.
- In-depth understanding of IT production environments and associated requirements.
- ITIL Foundation certification is highly desirable.
- Experience with ServiceNow or similar ITSM platforms.
- Excellent communication, interpersonal, and problem-solving skills.
