Role Overview:

The IT Service Delivery Manager is responsible for ensuring the effective delivery of services to clients or internal stakeholders. This role involves managing service performance, maintaining client satisfaction, and leading cross-functional teams to meet service level agreements (SLAs).

You will act as the primary point of contact for service-related issues and ensures continuous improvement in service delivery processes.

Tasks and Responsibilities:

• Support both production and test environments for the customer.
• Ensure timely project delivery to maintain existing systems and introduce new technologies and services.
• Design and commercialization of contractual services and service concepts tailored to customer needs.
• End-to-end responsibility for delivering contractual services as per agreed terms.
• Financial Oversight: Ownership of profit and loss for assigned projects.
• Preparation and presentation of agreed KPI reports.
• Oversight of customer invoicing and vendor billing approvals.
• Coordination and governance of vendor relationships.
• Ensure adherence to company policies and standard operating procedures.
• Maximize value from service contracts, including monitoring partner performance.
• Facilitate and document the integration of software and services into the company’s technical architecture.
• Execute change control and request management processes effectively.
• ensuring timely and budget-conscious delivery.
• Promote accurate understanding of service usage through quality data recording in support systems and partner SLA reports.
• Maintain regular engagement with various departments to identify ongoing challenges and forecast future demand.

Additionally, you will need to:

• Oversee end-to-end service delivery across multiple accounts or projects.
• Ensure services are delivered in accordance with agreed SLAs and KPIs.
• Monitor performance metrics and generate regular reports for stakeholders.
• Serve as the main liaison between clients and internal teams.
• Conduct regular service reviews and client meetings.
• Address and resolve client concerns and escalations promptly.
• Lead and mentor service delivery teams, including support staff and technical personnel.
• Coordinate with project managers, engineers, and other departments to ensure seamless service execution.
• Facilitate training and development for service delivery staff.
• Identify gaps in service delivery and implement process enhancements.
• Promote best practices and standard operating procedures (SOPs).
• Drive automation and efficiency initiatives.
• Ensure compliance with internal policies and external regulations.
• Manage risks related to service delivery and implement mitigation strategies.
• Conduct audits and assessments to ensure service quality.
• Manage budgets related to service delivery operations.
• Optimize resource utilization and control operational costs.
• Oversee incident resolution and root cause analysis.
• Implement corrective actions and preventive measures.
• Provide regular updates to senior management and stakeholders.
• Prepare executive summaries and dashboards for performance tracking.
• Manage third-party vendors and service contracts.
• Ensure vendor performance aligns with service expectations.
• Utilize ITSM tools (e.g., ServiceNow, Jira) for tracking and reporting.
• Stay updated with emerging technologies relevant to service delivery.

Profile description:

Job requirements

• IT Diploma
• 12+ years of proven experience in an IT Service Delivery Manager (SDM) or equivalent leadership role within IT service management.
• Extensive experience in delivering end-to-end IT services across diverse environments, ensuring high levels of customer satisfaction, service quality, and operational efficiency
• Experience in leading projects aimed at implementing and enhancing services.
• Good experience with Management of third-party vendors and service contracts.
• ITIL Foundation or higher a plus
• PMP or PRINCE2 a plus
• Six Sigma or Lean Management a plus
• Agile/Scrum certifications a plus
• Proven experience working with and managing multicultural, geographically distributed teams; ability to foster collaboration across diverse cultural contexts
• Exceptional analytical and organizational skills, with a strong ability to manage complex projects and drive data-informed decisions
• Excellent interpersonal and communication skills, including stakeholder management, conflict resolution, and team motivation
• Fluency in both French and English is mandatory to communicate effectively with colleagues and partners, both verbally and in writing.