Service Delivery Manager

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

📋 Description

• Responsible for delivering IT services outlined in service contracts.

• Implement and enhance service catalogs, processes, and tools.

• Ensure adherence to agreed service levels (SLAs).

• Develop processes and tools for managing customer requests.

• Guarantee the quality of services provided and supervise action plans.

• Lead service review meetings.

• Generate management reports that encompass quality and contractual KPIs.

• Oversee the human and financial resources allocated to contracts.

• Execute improvement plans to boost service efficiency.

• Assist in drafting contractual documents, including service agreements, responsibility matrices, and quality assurance plans.

• Participate in Squad activities, which include internal projects, workshops, conferences, business development initiatives, recruitment activities, and writing expert articles.

⛳️ Requirements

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

• A two-year post-secondary degree or higher in computer science, information systems management, or a related discipline.

• ITIL certification.

• A leadership and entrepreneurial mindset.

• Creativity, excellent interpersonal skills, and the ability to synthesize and analyze information.

• Strong verbal and written communication abilities.

• Attention to detail and outstanding organizational skills.

• Expected experience level: 5 to 8 years.

🏝️ Benefits

• Choice of assignments.

• Customized onboarding experience.

• Close career guidance from the HR Officer, Manager, and Technical Lead.

• Access to training, certifications, an e-learning platform, and coaching.

• Diverse projects involving cutting-edge technologies.

• Squad social events, meetups, workshops, team lunches, and summer parties.

• Premium office spaces located in the heart of Paris.

• Dedication to fostering diversity and an inclusive environment.