Service Delivery Manager IT

Responsibilities

• Organize and manage one or more major accounts in Managed Services
• Optimize client relationships and satisfaction through continuous service improvement
• Design organization, manage transitions, and oversee service provider activities
• Manage production for user support services (desk, proximity, workstation engineering)
• Guarantee achievement of production and financial objectives (P&L, SLR, SLA)
• Implement IT steering mechanisms including load management and dashboard monitoring
• Manage risks related to quality, budget, contract, and planning
• Supervise and support Delivery Managers and team members in reaching their objectives

Requirements

• Significant experience in managing managed services across multiple client contexts
• Experience managing support technician teams within an ESN environment
• Fluent English (mandatory for international context)
• Mastery of ITIL best practices
• Proficiency in remote management and management of managers
• Strong leadership, communication, and analytical skills

About the Company

HELPLINE specializes in user support managed services and the implementation of an augmented employee experience powered by AI. Part of the Everience group, HELPLINE serves over 200 clients with 2,500 employees worldwide.