Service Delivery Manager (M/F) - Permanent Contract
Mission:
- On a day-to-day basis, you will support our customers through rapid incident resolution, optimal processing of their requests and an efficient Problem Management process;
- You supervise, coordinate and communicate with the teams in charge of operational monitoring of internal and external infrastructures, as part of the Incident and Crisis Management process;
- You are responsible for analyzing the recurrence of incidents and are in charge of incident-related SLAs, with proactive detection of SLA breaches in order to inform your internal contacts;
- You coordinate handover activities within Level 2 teams;
- You are responsible for the Change Management process;
- You ensure correct reassignment to Level 3 and are systematically in continuous improvement mode for all Incident Management and Service Request activities (service view and economic view);
- You act as TAM (Technical Account Manager), coordinating efforts between EBRC and customer technical teams, in project and run mode, and ensuring that services meet customer needs and expectations.
Profile:
- You have a BAC+4 in IT and at least 4 years' experience in a similar position;
- Understanding of the IT environment in which EBRC operates;
- You master the fundamental ITIL processes (incident, change and problem management) and are ITIL V3 or V4 Foundation certified;
- You are resolutely customer-oriented and adopt a collaborative approach in all circumstances;
- You are fluent in French and English.
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