Offers “SPIE”

Expires soon SPIE

IT Service Delivery Manager (80-100% / m-w) (Durée indéterminée)

  • Internship
  • France
  • Project / Product management

Job description

Type de contrat : Durée indéterminée

Description du poste :

Job Summary:

The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of IT services and projects to meet SLAs and customer needs. The SDM reports to the regional Head of Workplace and Managed Services and works in close contact with the Key Account Manager leading the commercial relationship with the customers.

As IT Service Delivery Manager, you will be responsible for:
Leading a team of national and international geographically dispersed resources to deliver Workplace Services (Remote Service Desk & On-Site) and Infrastructure Managed Services on time and within budget
Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
Work with customers, internal teams and external partners to determine necessary activities to successfully deliver services and projects
Delivering customer satisfaction and overall excellence by identifying opportunities, risks and/or issues and assisting with speedy resolution
Managing your accounts’ Profit and Loss (P&L), financial and invoice management 
reporting, continuous improvement and optimizing processes
Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to your line manager and Key Account Managers
Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization
Holding the teams to the highest standards, discipline and accountability

Essential Tasks of the job:
Initiate, build and sustain productive relationships
Serve as an escalation point for customer concerns if/when they arise
Identify appropriate resolution to achieve client satisfaction in a timely manner
Monitor and manage end-to-end delivery of services and projects to scope, time and budget
Enforce standard methodologies, processes and tools
Provide leadership and direction to project and delivery team members and 3rd parties
Act as a gatekeeper for quality


Knowledge, experience and skills requirements:
5+ years of IT experience as a workplace technician or engineer
2+ years of Service Management experience, project delivery and client relationship management in a technology environment
Good business acumen and ability to negotiate with business partners
Strong customer orientation and able to manage customer expectations
Good executive presence
Leader and team player – sets example for others to follow
Ability to develop strategic plans and translate them to actionable roadmaps
Good financial skills
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Comfortable working in a matrix organization with excellent communication and networking skills
Leadership skills to successfully lead large, diverse and virtual teams
Experience in cross-border, multiple complex projects management is a plus
Proficient in Office Suite
Procurement lifecycle and SAP user experiences are a plus
 Languages:
Fluent (oral and written) French, English and Italian
German a plus
 Certification requirements:
Service Delivery Management (ITIL V3 or ITIL V4)
Project Management (Prince 2 or Agile) a plus
 Work Location and Mobility:
Office Location: Lonay or Geneva
National mobility (driving license and private car required)
International travel may be required (Europe)

Lieu de travail : Lonay

Langue / Niveau :

Anglais : D-Maitrise professionnelle complète

Langue / Niveau :

Français : E-Bilingue ou Langue Maternelle

Langue / Niveau :

Italien : C-Maitrise professionnelle usuelle

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