Senior Service Delivery Specialist

Uni Systems; Strasbourg; On-site; EUR 70,000 - 95,000; Full time

Job summary

Uni Systems is seeking a Senior Service Delivery Specialist to join UniQue Strasbourg - France. The role focuses on coordinating daily live services, incident handling, and ensuring SLA compliance across internal and external teams.

You will build strong stakeholder relationships, monitor KPIs, and drive continuous service improvement while supporting BAU transitions and problem resolution.

Qualifications

• Master's degree or equivalent after secondary school.
• Minimum 4 years of professional experience in the domain.
• At least 2 years in Change Management, Incident Management, Problem Management and Project Management.
• ItIL v3 Foundation Certification is required.
• EU SECRET Personnel Security Clearance is required or must be initiated.

Responsibilities

• Coordinate day-to-day delivery of live services, ensuring SLAs and contractual obligations.
• Support Incident Management activities, ensuring timely investigation and resolution.
• Coordinate internal and external teams to resolve incidents and maintain service quality.
• Build relationships with stakeholders to ensure service delivery against SLA commitments.
• Produce operational and incident reports with detailed documentation.

Skills

Change Management

Incident Management

Problem Management

Project Management

People Management

Communication Skills

Planning & Time Management

Stakeholder Management

Multi-tasking

Self-driven

Education

Master's degree or equivalent

Tools

Microsoft Project

Microsoft Excel

Microsoft Visio

Job description

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a professional Senior Service Delivery Specialist to join our UniQue Strasbourg - France.

What will you be bringing to the team?

• Coordinate the day-to-day delivery of live services, ensuring compliance with agreed SLAs and contractual obligations.
• Support Incident Management activities, ensuring issues are investigated, prioritized, and resolved promptly while minimizing operational risk.
• Coordinate internal and external teams to drive effective incident resolution and maintain service quality.
• Build and maintain strong relationships with operational stakeholders to ensure consistent service delivery against SLA commitments.
• Produce and maintain accurate operational and incident reports, including detailed incident documentation.
• Monitor and maintain service quality throughout the service delivery lifecycle.
• Collect, analyze, and report performance metrics and KPIs to identify trends and drive continuous service improvement.
• Support the transition of projects and new services into Business-as-Usual (BAU) operations.
• Assist in coordinating Problem Management and Release Management activities to ensure effective service governance.
• Facilitate problem resolution by coordinating with support teams, vendors, suppliers, customers, and other stakeholders while removing delivery roadblocks.
• Maintain high-quality Known Error Records and ensure the accuracy of the Knowledge Management Database.
• Work closely with Contract Managers to ensure timely problem resolution and fulfillment of contractual requirements.
• Engage Supplier Management teams when vendor support or escalation is required.
• Conduct Post-Resolution Reviews (PRRs) for critical incidents and problems, ensuring follow-up actions are tracked and completed.
• Monitor, report, and ensure achievement of Problem Management KPIs and service targets.
• Manage and resolve escalations received from Problem Coordinators in a timely and effective manner.

Requirements

What do you need to succeed in this position?

• Minimum 4 years of relevant education (Master's degree or equivalent) after secondary school.
• Minimum 4 years of professional experience in the domain.
• Minimum 2 years of experience in: Change Management, Incident Management, Problem Management, Project Management.
• ITIL / ITIL v3 Foundation Certification.

• Strong people management and communication skills.
• Good planning and time management skills.
• Proven ability to communicate effectively with different levels of an organization, including senior management.
• Strong influencing and relationship management skills.
• Excellent ability to manage multiple high-priority tasks and adapt to changing requirements, schedules, and priorities.
• Self-driven and resourceful, with the ability to work both independently and as part of a team.

• Advanced knowledge of: Microsoft Project, Microsoft Excel, Microsoft Visio
• A valid EU SECRET Personnel Security Clearance is required.
• Candidates without an active clearance must provide:
• A recent criminal record certificate (issued within the last 30 days).
• Proof that the EU SECRET clearance process has been initiated.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at ourDiversity, Equality & Inclusion Policyfor more information.