Service Delivery Manager

ABAKUS IT-SOLUTIONS - expert in IT comfort - is hiring to reinforce his teams.
IT services integrator, created in 1991, we position ourselves as IT comfort expert for the small and medium structures. To cover these services, we offer packaged based services and have a personalized service desk.
For larger organization, we are also active in the provision of IT staff and in projects both in operational and development field.
In addition, we also sell, deploy and install hardware (Servers, Storage, PC,...). We also offer technical consulting services.
Are you a dynamic leader with a passion for delivering high-quality IT services? Do you have a knack for managing complex projects and leading teams towards success? If yes, we have an exciting opportunity for you in Luxembourg
**What we're looking for**:
We are in search of an experienced and results-driven Service Delivery Manager (SDM) to join our team and lead a crucial client project. This project involves the seamless delivery of IT services, from datacenter operations to public cloud middleware platforms. Your expertise will help drive operational excellence, ensuring services are delivered on time, meet SLAs, and exceed client expectations.
**What you'll do**:
**Operational leadership**: Own the day-to-day operations, ensuring the smooth delivery of services in line with contracts and performance standards.
**Team management**: Lead and inspire a team, overseeing staffing, performance reviews, and career development.
**Coordination & communication**: Act as the key bridge between project management, technical staff, and stakeholders to guarantee successful operations.
**Service delivery**: Ensure every aspect of service delivery remains on track, consistently hitting targets and maintaining high service quality.
**Customer support**: Be the primary point of contact for our client's operational needs, cultivating a positive, trust-based relationship.
**Continuous improvement**: Innovate and implement strategies to optimize efficiency, scalability, and service quality across operations.
**Resource management**: Monitor staffing needs and manage recruitment processes to ensure your team is fully resourced.
**Incident & problem management**: Lead effective incident resolution, minimizing interruptions and driving swift recovery.
**Key qualifications**:
**Experience**: 8+ years in IT service operations, including 3+ years in leadership roles managing diverse teams.
**Technical expertise**: Strong knowledge of datacenter operations, public cloud platforms, and middleware technologies.
**Agile/SAFe experience**: Proven experience working in agile frameworks like SAFe, with an understanding of both service-oriented and function-oriented team structures.
**Leadership**: Exceptional leadership abilities, capable of motivating and guiding large teams to deliver outstanding IT services.
**Communication**: Excellent communicator, skilled at interfacing with both technical teams and senior management, as well as clients.
**Problem-solving**: A strategic thinker with strong analytical abilities to resolve complex operational challenges.
**Customer focus**: A proven track record in building and maintaining strong customer relationships.
**Education**: Bachelor's degree in IT, Computer Science, or related field preferred.
**Bonus points for**:
Experience managing operations in large-scale projects.
Familiarity with ITIL or similar frameworks for IT service management.
Ability to perform under pressure, ensuring swift resolution of critical issues.
Fluency in English is required, and proficiency in any other European language will be considered a plus.
Why join us?
This is your chance to make an impact in a critical leadership role, working in a fast-paced environment with the latest technologies. You will be a key driver of success for our client's IT services, while growing your career in a vibrant, supportive setting.
Ready to take the lead?