Delivery Manager

Responsibilities

• Ensure the monitoring and management of all services delivered by the managed service provider
• Verify continuous compliance with contractual commitments (SLA)
• Coordinate and guarantee the effective handling of incidents and service requests
• Manage change requests from both the client and the provider
• Act as the primary point of contact for the client on all IT management topics
• Lead governance meetings including steering committees and operational reviews
• Manage annual Disaster Recovery Plan (DRP) exercises
• Relay company HR policies and supervise team staffing and integration
• Propose and implement continuous improvement and process optimization projects

Requirements

• Proven experience in a similar role, ideally in complex or public sector environments
• Mastery of ITIL processes and IT service management practices
• Strong customer service orientation and ability to work in demanding contexts
• Leadership skills with clear communication and ability to unite teams
• Strong analytical, synthesis, and priority management skills
• Rigor, organization, and proactive mindset

Benefits

• 50% health insurance coverage
• 50% reimbursement of public transport costs
• Meal vouchers (€9.50 with 60% employer contribution)
• Referral bonuses up to €1,000
• Integration program lasting 2 to 6 weeks
• CSE with various cultural benefits
• Training institute for skill development

About the Company

HELPLINE specializes in user support outsourcing and the implementation of an augmented employee experience through AI, where human expertise and technology mutually enrich each other. Part of the Everience group, HELPLINE serves over 200 clients with 2,500 employees.