Service Delivery Manager

This is a fully remote position, open to applicants in France.

📋 Description

• Assume accountability for providing the IT services outlined in service agreements with internal IT department clients.

• Develop and refine service catalogs, associated processes, and supporting tools.

• Ensure adherence to established service levels (SLAs).

• Implement processes and tools for addressing customer requests in alignment with business expectations and IT system constraints.

• Guarantee the quality of service delivery and spearhead action plans.

• Lead service review meetings.

• Generate reports to track quality and contractual KPIs.

• Oversee the human and financial resources linked to contracts.

• Execute improvement initiatives to boost the efficiency of services provided.

• Assist in drafting contractual documents, including Service Agreements, Responsibility Matrices, and Quality Assurance Plans.

• Participate in the Squad’s initiatives, which include internal projects, workshops, conferences, business development and recruitment efforts, and the creation of expert articles.

⛳️ Requirements

• A minimum of 3 to 5 years of experience in IT operations and production environments.

• Bachelor’s degree or higher in Computer Science, Information Systems Management, or a related discipline.

• ITIL certification.

• Possess a leadership and entrepreneurial mindset.

• Exhibit creativity, strong interpersonal skills, and exceptional analytical and summarization capabilities.

• Demonstrate strong written and verbal communication skills.

• Be methodical, well-organized, and detail-oriented.

• Expected experience level: 5 to 8 years.

🏝️ Benefits

• Options for remote work.

• Selection of assignments.

• Customized onboarding process.

• Dedicated career support from the HR Partner, Manager, and Technical Lead.

• Access to training programs.

• Opportunities for professional certifications.

• E-learning platform availability.

• Coaching services.

• Varied assignments involving advanced technologies.

• Social events across offices, including Squad evenings, meetups, Squad workshops, and summer parties.

• Commitment to Green IT and digital sobriety.

• An inclusive environment with a focus on diversity.