Job Scope Summary:

The Service Delivery Manager will work closely with the Head of Service Delivery in charge of development teams at Europ Assistance Holding (EAH).

Her/His main reponsabilities will be :

o  To follow our IT delivery center activities in Hungary (3-4 travels per year)

o  To create purchase orders and to follow invoices / budget

o  To contribution and follow the nearshoring of other affiliates in the coming months/years

o  To follow service quality, monitor incidents and actions plans between all internal and external stakeholders

o  To animate the monthly steerco regarding incidents (Service Operation Review)

Owner of the monthly Service Operation Review committee :

Animation of the steerco Track and follow action plans associated with EAH P1 incidents Track and follow avalability rate of EAH applications

Owner of Incident process (and respect of this one in case of incident) Follow the EA Holding Applications Service Levels and provide/consolidate associated monthly reportings

Contribute to follow our IT delivery center activities in Hungary :

• Contribute to the onboarding of the delivery center in Hungary

• Follow KPI / SLA

• Ensure that coding/security practices in development teams are aligned with EAH security guidelines

• Follow invoices/ Budget , planning (meet deadlines) for ongoing projects, follow ramp up/ ramp down of development teams

• Check the monitoring implementation for all applications in this scope

Contribute to implement  EA ITSM tool : ServiceNow :

Qualifications:

• Bachelor’s or master’s degree in information technology, business administration or related field/ work experience

• Significant experience with nearshore / offshore

• Experience with large company providing services to its several entities/ subsidiaries (at country/regional level) Significant IT experience (coding / Project manager)

• Knowledge of Agile methodology (Scrum)

• ITIL and ITSM tools (ex: ServiceNow)

• budget follow-up & reporting

Leadership style: autonomous, problem solving, team player, stress under control, rigorous, flexible

VERY GOOD LEVEL OF ENGLISH IS MANDATORY to succeed in this role

HR / N+1 & Team