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Service Delivery Manager
Il y a 2 mois
Job Context
You will be working closely with the BU Services Managed Director for one of our media sector clients. Your mission will be to lead the support operations to improve the user experience, propose innovations, and control costs.
In this context, your missions will be as follows:
Contractual Management
- Manage the client relationship and user experience,
- Prepare and animate strategic, management, and financial committees,
- Ensure compliance with service commitments and resources deployed on contracts,
- Pilot critical incident management and remediation plans,
- Manage ITIL service lines on the Post Office, smartphone, and printing perimeters,
- Produce and analyze KPIs and propose action plans,
- Develop information related to prevention plans and RSE commitments,
- Be a driving force for improvement to ensure service quality and processes,
- Ensure reporting to the Management Team.
Operations Management
- Manage and coordinate operational teams to ensure quality service and meet contract commitments (Hotline, Proximity, Engineering, projects, and special events),
- Pilot interfaces with other support services,
- Manage potential subcontractors,
- Pilot the Engineering team directly,
- The SDM is in contact with all project stakeholders: clients, technical teams, and Management.
Technical Environment
- ITSM ServiceNow / Reporting PowerBi / Analysis NEXTHINK
- Windows, Apple, SCCM, JAMF, Office 365, Azure AD, AD environment.
Profile
Degree in engineering or computer science, you have at least 10 years of experience in a similar position.
You have recognized skills in management and project management: risk management, budget management, and resource management, but also the ability to mobilize, coordinate, and manage technical teams.
You have a sense of service and customer relationship, are a driving force for continuous improvement of service quality.
You master the fundamentals of ITIL, demonstrate adaptability, flexibility, rigor, and organization.
Ready to live the C2S Bouygues adventure? Apply now
