Context :
We are looking for a Service Delivery Manager to oversee the delivery of IT Support services for one of our customers. This crucial role involves operational management of the contract, steering IT support services, and ensuring customer satisfaction in a dynamic and demanding environment.
Missions :
- Contract management:
- Manage all contractual aspects of the IT support service, including SLA compliance and customer communication.
- Ensure proper execution of the contract in compliance with defined quality and service objectives.
- Participate in steering committees and strategic meetings, representing Rcube to customers.
- Supervision of Operations:
- Lead the IT support team, in close collaboration with Team Leaders, to guarantee continuous, optimal service.
- Monitor performance indicators (KPIs) and implement corrective actions in the event of deviations from targets.
- Ensure that teams’ skills are enhanced, by organizing training and ensuring the professional development of technicians.
- Continuous improvement:
- Identify opportunities to optimize support processes, by proposing and implementing continuous improvement initiatives.
- Contribute to service innovation, proposing technical and operational solutions adapted to our customer’s evolving needs.
- Communication and Customer Interface:
- Ensure smooth and regular communication with our customer’s managers, managing escalations and customer expectations.
- Produce regular progress reports, detailing service performance and ongoing action plans.
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