Service Delivery Manager

il y a 2 semaines

Luxembourg Rcube Professional Services S.A Temps plein

Nous recherchons pur un de nos clients un **Service Delivery Manager** pour superviser la prestation de services Support IT. Ce rôle crucial implique la gestion opérationnelle du contrat, le pilotage des services de support IT, et l’assurance de la satisfaction de notre client dans un environnement dynamique et exigeant.

**Missions principales**:

- **Gestion du Contrat**:

- Piloter l’ensemble des aspects contractuels du service IT de support, incluant la conformité aux SLA, et la communication client.
- Assurer la bonne exécution du contrat en respectant les objectifs de qualité et de service définis.
- Participer aux comités de pilotage et aux réunions stratégiques, en représentant Rcube auprès des clients.
- **Supervision des Opérations**:

- Diriger l’équipe de support IT, en collaboration étroite avec les Teams Leaders, pour garantir un service continu et optimal.
- Suivre les indicateurs de performance (KPI) et mettre en place des actions correctives en cas de déviation par rapport aux objectifs.
- Veiller à la montée en compétences des équipes, en organisant des formations et en assurant le développement professionnel des techniciens.
- **Amélioration Continue**:

- Identifier les opportunités d’optimisation des processus de support, en proposant et en mettant en œuvre des initiatives d'amélioration continue.
- Contribuer à l’innovation dans le service, en proposant des solutions techniques et opérationnelles adaptées aux besoins évolutifs de notre client
- **Communication et Interface Client**:

- Assurer une communication fluide et régulière avec les responsables de notre client, en gérant les escalades et les attentes clients.
- Produire des rapports d’avancement réguliers, en détaillant la performance des services et les plans d'action en cours.
- **Compétences techniques**:

- Expérience confirmée dans la gestion de services IT, avec une maîtrise des environnements Windows, réseaux, et infrastructures IT complexes.
- Bonne compréhension des pratiques ITIL et des processus de gestion de services IT.
- **Compétences managériales**:

- Solide expérience en gestion d’équipe et de projets IT particulièrement support utilisateurs et VIP, avec une capacité à gérer plusieurs priorités simultanément.
- Excellentes compétences en communication, avec une aptitude à interagir avec des interlocuteurs de tous niveaux, y compris au niveau stratégique.
- **Qualifications**:

- Certification ITIL, ou toute autre certification pertinente dans la gestion de services IT.
- Maîtrise du français et bonne connaissance de l’anglais.

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