Service Delivery Manager
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Job Description
Service Delivery Manager chez Synapsys, cabinet de conseil transformant les infrastructures IT. Pilotage des services, SLA, processus, contrats et plans d’amélioration pour clients DSI.
Responsibilities:
- Take responsibility for delivering the IT services specified in service agreements with internal IT department clients
- Establish and optimize service catalogs, related processes, and supporting tools
- Ensure compliance with agreed service levels (SLAs)
- Implement processes and tools for handling customer requests in line with business expectations and IT system constraints
- Ensure the quality of service delivery and lead action plans
- Chair service review meetings
- Create reports to monitor quality and contractual KPIs
- Manage the human and financial resources associated with contracts
- Implement improvement plans to enhance the efficiency of services provided
- Contribute to drafting contractual deliverables, including Service Agreements, Responsibility Matrices, and Quality Assurance Plans
- Contribute to the Squad’s activities, including internal projects, workshops and conferences, business development and recruitment initiatives, and the preparation of expert articles
Requirements:
- At least 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 field
- ITIL certification
- Leadership and entrepreneurial mindset
- Creativity, strong interpersonal skills, and excellent analytical and summarization abilities
- Strong written and verbal communication skills
- Methodical, well-organized, and detail-oriented
- Expected experience level: 5 to 8 years
Benefits:
- Remote work options
- Choice of assignments
- Tailored onboarding
- Personalized career support from the HR Partner, Manager, and Technical Lead
- Training programs
- Professional certifications
- E-learning platform
- Coaching
- Diverse assignments involving cutting-edge technologies
- Cross-office social events, including Squad evenings, meetups, Squad workshops, and summer parties
- Commitment to Green IT and digital sobriety
- Inclusive environment and commitment to diversity
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