Senior Service Delivery Specialist

Uni Systems Group; Strasbourg; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Uni Systems in Strasbourg seeks a Senior Service Delivery Specialist to coordinate day-to-day live service delivery, ensuring SLA compliance and effective incident management. You will coordinate internal and external teams to drive incident resolution while maintaining service quality and contractual obligations.

The role requires ITIL expertise, strong communication, and the ability to manage multiple high-priority tasks in a fast-paced environment.

Qualifications

• Master's degree or equivalent in a related field.
• Minimum 4 years in service delivery or a similar domain.
• ITIL certification is required.
• Strong communication and stakeholder management skills.

Responsibilities

• Coordinate day-to-day delivery of live services ensuring SLA compliance.
• Support Incident Management with prompt issue resolution.
• Coordinate internal and external teams to drive incident resolution.
• Produce operational and incident reports with KPI trends.
• Monitor service quality across the delivery lifecycle.
• Lead transition of projects into BAU operations.
• Facilitate Problem and Release Management activities.
• Engage with Contract and Supplier Management when escalation is required.

Skills

ITIL Certification

People management

Communication skills

Planning

Stakeholder management

MS Project

MS Excel

MS Visio

Security clearance

Education

Master's degree

Tools

MS Project

MS Excel

MS 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.

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 our Diversity, Equality & Inclusion Policyfor more information.