Service Delivery Manager

Stott and May; Strasbourg; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading company is seeking a Service Delivery Coordinator to oversee the daily delivery of IT services. You will ensure service quality, manage incidents, and support changes across the organization. Applicants must possess a Master's degree and ITIL certification, along with strong people-management skills and a proven ability to manage priorities in fast-paced environments.

Qualifications

• Minimum 4 years of professional experience in IT service delivery.
• Hands-on experience in Incident, Change, Problem Management, or Project Management.
• ITIL Foundation certification is mandatory.

Responsabilités

• Coordinate daily delivery of live service elements in line with SLAs.
• Contribute to incident, problem, and change management processes.
• Build relationships with operational peers and suppliers.

Connaissances

People management

Communication

Planning

Time management

Multitasking

Formation

Master's degree or equivalent

Outils

Microsoft Excel

Microsoft Project

Microsoft Visio

Description du poste

We are looking for a Service Delivery Coordinator to oversee the day-to-day delivery of live IT services. You will play a critical role in ensuring service quality, resolving incidents, and supporting change and problem management activities across the organization.

Key Responsibilities

Service Operations & Delivery

• Coordinate daily delivery of all live service elements in line with agreed SLAs and contractual commitments.

• Maintain service quality and minimize risk throughout the service delivery lifecycle.

• Ensure timely and accurate service reporting, including detailed incident reports.

• Gather and report performance data against key indicators to drive continuous service improvement.

Incident, Problem & Change Management

• Contribute to incident, problem, and change management processes.

• Coordinate internal teams and third parties to resolve service issues quickly and effectively.

• Support problem and release management activities to maintain service stability.

• Conduct post-resolution reviews of critical incidents and follow up on corrective actions.

• Ensure quality of known error records and manage the service knowledge base.

Stakeholder Management

• Build and maintain strong relationships with operational peers and contract managers.

• Liaise with suppliers and vendor management teams for timely resolution of service-related issues.

• Influence stakeholders at all levels, including senior management, to align service outcomes.

Requirements

Education

• Master’s degree or equivalent (minimum 4 years of post-secondary education).

Experience

• Minimum 4 years of professional experience in IT service delivery.

• At least 2 years of hands-on experience in Incident, Change, Problem Management, or Project Management.

Certifications

• ITIL Foundation (v3 or newer) – mandatory.

Key Skills

• Strong people-management and communication abilities.

• Excellent planning, time management, and multitasking skills.

• Proven ability to manage priorities in fast-paced, high-stakes environments.

• Advanced knowledge of Microsoft tools (Excel, Project, Visio).

• Familiarity with ISO27001, NIST, and IT security best practices.