Act as the primary point of contact, understand client needs and ensure satisfaction.
Monitor SLAs and KPIs, analyze variances and propose improvement plans.
Oversee support and production teams and ensure service continuity.
Initiate optimization actions and anticipate necessary changes and upgrades.
Monitor profitability, manage billing and support contract changes and renewals.
Unite teams, facilitate communication and contribute to skills development.

Strong knowledge of ITIL / service management
Excellent communication and client relationship skills
Ability to analyze and manage performance metrics
Experience in incident, change and problem management
Initiative and the ability to propose continuous improvement plans
Cross-functional leadership and ability to work with multidisciplinary teams
Bachelor's to Master's degree (Bac+3 to Bac+5) in Computer Science, Service Management or Project Management
Proven experience (minimum 3 to 5 years) in a similar role or in IT service management / cross-functional project management
Preferred certifications: ITIL, PMP, PRINCE2

Service Delivery Manager

Key skills