Service Delivery Manager - #1166510

This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

Key missions :

• Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes

• Monitors customer service KPIs and maintenance budget, and drives associated action plans

• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)

• Ensures adequate communication with customer and internal stakeholders through meetings and reporting

• Proposes improvements to maintenance strategy throughout the life of the contract

• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders

• Understands technical specification and client requirements, and solution architecture

• Defines strategy and manages maintenance activities for simple solutions

• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer

• Prepares and communicates Supports Activities Reports

• Presents results to customer

Profile and other information:

• 5–10 years of IT infrastructure/service management experience

• ITIL certification (often preferred or required)

• PMP or Prince2 is a bonus

• Experience managing enterprise customers

• Strong communication and stakeholder management skills

• Familiarity with managed services environments

• Experience handling regional or government projects is advantageous