Service Delivery Manager IT

Responsibilities

• Organize and manage IT support outsourcing services
• Optimize client relationships and satisfaction through continuous service improvement
• Design organization, manage transitions, and oversee service provider activities
• Manage projects and production for user support teams (desk, proximity, workstation engineering)
• Guarantee achievement of production and financial objectives (P&L, SLR, SLA)
• Implement IT steering mechanisms including load management and dashboards
• Monitor risks impacting service contracts (qualitative, budgetary, contractual, and planning)
• Supervise and support Delivery Managers and team members in achieving objectives
• Deploy HELPLINE service offerings across the client perimeter

Requirements

• Higher education degree
• Significant experience in managing IT outsourcing and support technician teams
• Fluent English (international context)
• Mastery of ITIL best practices
• Experience in remote management and managing other managers
• Strong leadership, communication, and analytical skills

Benefits

• 50% health insurance coverage
• 50% transportation reimbursement
• Meal vouchers (€9.50 with 60% employer contribution)
• Referral bonuses up to €1000
• Integration program (2 to 6 weeks)
• Training institute for skill development
• CSE with various cultural benefits

About the Company

HELPLINE is a French Digital Services Company (ESN) that has been supporting IT departments in their digital transformation projects since 1994. With 3,600 specialists operating in 6 countries, the company focuses on collective intelligence, innovation, and an entrepreneurial spirit.