Service Delivery Manager
il y a 3 jours
Notre partenaire est une ESN locale spécialisée dans l'intégration de solutions d'infrastructure informatique, Cloud et Cybersécurité. Dans une structure de plus de 120 collaborateurs multisites en France, nous recherchons un Service delivery manager pour renforcer le siège au sud de Strasbourg.
Dans une petite équipe de 2 personnes, vous intervenez entre l'accompagnement du personnel technique, les équipes support et les clients.
Les missions sont les suivantes:
- Organiser et déléguer les activités entre le personnel technique et les clients
- S'assurer de la conformité des engagements signés entre les clients et l'ESN
- Garantir la qualité de service en surveillant les SLA et enquêtes de satisfaction
- Piloter les réunions et COPIL
- Suivi des indicateurs de performance
- Assurer le rôle de médiateur dans les situations complexes
- Animer l'activité et le traitement des tickets ainsi que leur suivi
- Escalader les incidents aux équipes N2
- Organiser des réunions sur les revues de tickets
- Identifier de majeurs incidents critiques
- Coordonner les actions correctives
- Animer la base de connaissance, contrôler son évolution et la formalisation des procédures
- Opérer des actions RH comme le suivi de carrière, les évolutions et les recrutements
Issu d'une formation supérieure, Bac +2 minimum, vous justifiez d'une expérience confirmée sur un poste identique orienté projets, management et gestion d'incidents.
Rémunération brute annuelle jusqu'à 32000 € à 37000 € sur 12 mois, tickets restaurant, mutuelle, etc.
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