Delivery Manager
il y a 1 mois
Notre client historique sur Sophia Antipolis (Nice) est à la recherche d'un Delivery Manager
⭐ MISSION
Être le point focal de toutes les parties prenantes autour du Contrat Client et pour toutes les activités délivrées au client.
· Responsable de la qualité du Delivery.
· Garantir les engagements contractuels et de coûts du Delivery.
Localisation : Sophia Antipolis
Contrat : CDI ou Freelance
Télétravail : 2/3 jours
Missions principales
Le Delivery Manager est responsable des contrats de services des clients dont il a la responsabilité. Il pilote les indicateurs qualité, les ressources humaines et financières. Il veille à garantir auprès des clients, les niveaux de services définis contractuellement. Il applique les processus et utilise les outils nécessaires pour traiter les demandes des clients, en cohérence avec les attentes des métiers et tout en respectant les contraintes du SI.
· Son rôle est le suivant :
· Construire l’organisation pour délivrer le service vendu au client
· Assurer le respect des engagements de services et des moyens mis en œuvre sur les contrats
· Manager et coordonner les équipes opérationnelles pour assurer un service de qualité et atteindre les engagements liés au contrat de service
· Piloter les interfaces avec les autres services de support.
· Assurer le suivi financier des contrats.
· Identifier les événements pouvant impacter le contrat de services
· Déterminer les indicateurs clés pour atteindre les objectifs
· Analyser et évaluer les résultats des indicateurs et proposer des plans d’action
· Être force de proposition d’amélioration pour garantir une qualité de service
· Assurer le reporting auprès de la Direction et des clients
Responsabilités:
· Réunions de gouvernance, Réunions clients
· Participe à la définition du modèle de Delivery attaché à un nouvel engagement.
· Doit connaitre les documents contractuels.
· Rendre cohérent l'ensemble des services délivrés et l'organisation du Delivery avec les forces qui lui sont confiés
· Responsable des engagements :
· KPI contractuels et internes
· Suivi budgétaire de la prestation (Facturation – coûts / REX compte)
· Qualité de service
· Identification du périmètre de facturation, mise à jour de la matrice billing, communication de la facturation à la direction de compte et au control de gestion pour facturation interne.
· Responsable et décisionnaire de toutes activités de Delivery sur son compte y compris les projets. (Fournisseurs & tiers inclus)
· Gestion des risques et opportunités.
· Responsable de la satisfaction client et des équipes qui lui sont confiées
· Responsable des reportings internes et externes
· Gestion de crise et des escalades avec le client et suivi des plans d'actions.
· Optimisation du Delivery (Automation, transformation, …)
· Foisonnement : indentification de nouvelles opportunités.
PROFIL RECHERCHÉ
- Expérience probante dans un poste similaire
- Langue : Bon niveau en français et anglais souhaitable
Cyclad est une entreprise spécialisée dans le recrutement de profils qualifiés dans le domaine de l’informatique. Nous sommes présents en France, en Pologne et au Maroc. Nous misons sur la transparence et la proximité avec les experts qui nous rejoignent.
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