PM/Service Delivery Manager

Job description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

As a Service Delivery Manager (SDM) you will be accountable for the delivery of world class IT services to the client and for ensuring steady growth of the business relationship and customer satisfaction. Within your key role as an SDM, you will also need to ensure:

- That all operational activities are aligned to our ISO 20000 standard processes.

- That mechanisms are implemented so service performance can be measured and presented to the client on a periodic basis.

- All contract deliverables are identified, produced and delivered to the client as agreed.

- That Service Level Agreements are met all the time and that any deviation is addressed immediately.

- New business opportunities are identified and driven to completion.

- Client escalations are addressed and remediation actions are implemented, tracked and closed.

- That customer requests and defined business strategies are understood and translated into operational activities that will ensure that delivery teams can meet those requirements.

- To position us as a trusted and preferred business partner within the client organization.

- Operational and Financial performance is under control and constantly improving.

- To apply the management practices defined and implemented on the account to facilitate effective delivery management

- Cross-functional coordination amongst all technical teams and ensuring a flawless delivery of services.

- To lead Major incidents impaction the client business and driving those to resolution within the applicable SLAs and customer expectations.

General Job requirements

- Well versed in the ITIL framework or ISO 20000 standard

- Experience in managing and leading groups of technical delivery groups

- Experience managing client expectations, requests and escalations.

- Deep understanding of at least two IT technologies, preferable related to Data Center services (Network, Midrange, Storage, Backup and Restore, Security)

- Proficiency in English language that allows you to hold business conversations.

- Three to five years of experience in Service Delivery or IT Operations management.

- Experience tracking and managing operational costs.

Skills

English : Very good written and communication skills

Availability - Does not have a problem being available when needed.

Client management - Can manage client expectations and handle difficult discussions with the client and reach agreements.

People management - Can provide direction and lead teams to a good, stable and consistent delivery of services.

Communication - Can have an open and clear communication with the client, Atos teams and Atos management.

Relationship - Ability to build a strong relationship with the client and position Atos as a key business partner.

Your Application
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Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
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