Senior Service Delivery Manager

Your mission : The Senior Service Delivery Manager is responsible for supervising and coordinating activities in the execution of a services contract (or multiple contracts depending on the volume and complexity of the services provided). Main responsibilities : Own and oversee client commitments Create and maintain the functional team Create and maintain the client relationship Control contract operational financial performance Areas of Responsibility and Activities : Own and oversee client commitments Understand the technical architecture / technologies and interactions between architecture / technology components Take accountability for service delivery performance, including Incident Management & Requests Management Effective handling of tickets within defined service levels Formalise critical incidents reports Manage service requests catalog Problem management & Change Management Compliant usage of Problem / Change Management Configuration Management Data quality of the Configuration Management database Compliance of Operations to security standards Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews Provide accurate and regular reports on performance of the service delivery Create and maintain the functional team Lead the operational governance Orchestrate the service delivery teams, manage conflicts, and ensure the team's processes and tasks are carried out efficiently Build strong relationship with teams and stakeholders to enable effective dialogue exchange between departments Create and maintain the client relationship Identify operational stakeholders at client Establish a long term and sustainable relationship with the client Ensure that client satisfaction is measured against compliant indicators and that improvement plans are implemented Identify new business opportunities and transfer those to commercial team Control contract operational financial performance Manage the contract and the client by complying with the defined budget, while ensuring alignment with contractual commitments Track and validate team time registration on contract Report and validate resource unit consumption Your profile : Education / training (or equivalent level) : Bac +5 / Master in Information Technology or proven experience in technical position for at least 8 years Experience(s) required : Experience of at least 5 years in IT Service Management and Service Delivery Fluency in French and English is required. German and Luxembourgish are a plus Technical Knowledge / Skills General technical knowledge - IT infrastructure and Cloud ITIL certification Knowledge of Project Management methods Ability to read, analyses and interpret contracts Good computer skills and the ability to use business support software (MS Excel-Word-PowerPoint, Visio, ...) Soft Skills Customer oriented Analytical skills (structure and formalization of reports and processes) Teamwork skills and attention to detail Solutions orientated and commercial mind-set Ability to manage and prioritise ta...

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