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Service Delivery Manager
Il y a 2 mois
**Responsibilities**
- ** Managing customer relations**
- Be the main point of contact for customers and teams in the follow-up of incidents, problems and changes
- Develop a solid relationship with the various customers (subsidiaries, sites, local teams)
- Centralize business irritants on a cross-functional basis
- **Manage incidents, problems and changes**
- Identify opportunities for improvement in terms of incident management, problems and changes within IT teams
- In the event of service degradation, deploy and manage a specific action plan to restore the service to an acceptable level
- **Supporting projects**
- Ensure that all prerequisites are in place for a project to go into run mode
- **Reporting**
- Generate, analyse and present a series of KPIs to monitor the level of service level
- Provide regular reports on service performance
- **Other**
- Can act as incident backup or problem manager
**Criteria**:
**Competencies**
- ** Technical competencies**
- 10 years' professional experience in IT and the service industry
- ITIL certification is a must
- User-oriented, ability to pass on information to all audiences (from workers to senior management). Natural charisma, able to show empathy while at the same time being able to ensure accept limits
- Very good level of French and English required (especially to communicate with our US subsidiaries)
- Service-oriented
- Ability to synthesize current issues during a crisis situation
- Ability to analyze a team's operational processes and identify quick wins and fundamental improvements
**Offer**:
**What you can Expect**
- Start Date: ASAP
- Contract: until the end of the year + possible extension
- Location: Wallon region + Homeworking
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