Service Delivery manager - H/F

Essendi; Paris; Hybride; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

50% Navigo transport refund

Remote work allowance

Résumé du poste

Essendi is looking for a Service Delivery Manager to oversee IT services supporting Business Applications in a multi-country environment. You will supervise run and support activities, ensure SLAs/KPIs are met, and coordinate with internal IT teams and external providers.

The role requires strong ITIL knowledge, ITSM experience, and expertise in service design. French language is an advantage, and the position offers a hybrid work model in Paris.

Qualifications

• Master degree in management, computer science, or related field.

Responsabilités

• Own end-to-end service delivery for Business Applications.
• Manage day-to-day run activities including incident, problem, change and release management.
• Lead vendor and outsourcing management with SLA monitoring and performance reviews.
• Act as primary IT interface for business stakeholders.
• Manage major incidents and service disruptions with structured communication and RCA.
• Coordinate service transitions from projects to run with documentation and knowledge transfer.
• Monitor and report service performance, risks, and issues to IT and business management.
• Drive service optimization through automation, process improvement, cost control, and debt reduction.
• Design and implement robust software architectures for scalability and performance.

Connaissances

Analytical skills

IT service design

ITIL knowledge

ITSM systems

RPA tooling

HighQ (Legal Systems)

French language

AI experience

Formation

Master Degree

Outils

Xurrent

Automation Anywhere

HighQ

Description du poste

Join Essendi's (formerly AccorInvest) BD&T (Business Digitalization & Technology) Department. Come learn, grow, and develop with us!

WHAT WILL YOUR ROLE BE

Within the BD&T (Business Digitalization & Technology) Group and reporting to the Applications Run and Data Management function, the Service Delivery Manager is accountable for ensuring reliable and efficient delivery of IT services supporting Business Applications. The role focuses on supervising run and support activities in close collaboration with internal IT teams and external service providers, guaranteeing service continuity, performance, right IT architecture, compliance with agreed service commitments, and alignment with business expectations.

In this role, your main responsibilities will be :

• Own end-to-end service delivery for Business Applications supporting back-office functions, ensuring service stability, performance and compliance with agreed SLAs and KPIs.
• Ensure operational excellence by managing day-to-day run activities, including incident, problem, change and release management in line with ITIL best practices.
• Lead vendor and outsourcing management, including SLA monitoring, performance reviews, escalation handling and continuous improvement initiatives.
• Act as primary IT interface for business stakeholders, ensuring alignment between business needs and IT service delivery objectives.
• Manage major incidents and service disruptions, ensuring rapid resolution, structured communication and root cause analysis.
• Coordinate service transitions from projects to run, ensuring operational readiness, documentation and knowledge transfer.
• Monitor and report service performance, risks and operational issues to IT and business management.
• Drive service optimization through automation, process improvement, cost control and technical debt reduction.
• Design and implement robust software architectures, ensure scalability and performance of applications.
• Ensure compliance with security, audit and regulatory requirements applicable to business applications.
• Operate effectively in a distributed, multi-country and multi-cultural environment, coordinating internal teams and external provid

REQUIRED PROFILE

EDUCATION

• Master Degree (Management, Computer, science)

EXPERIENCE

• Min. 5 years of experience in IT department with international exposure
• Min. 3 years of experience in Service Management

SKILLS

• Knowledge of French is an advantage
• Analytical skills
• Ability to design and manage IT services + strong ITIL knowledge
• Ability to deal with complex IT / Business organizational structures, in multi-located and multi-cultural environment
• Knowledge of ITSM systems (Xurrent), RPA technology (Automation Anywhere) and Legal Systems (HighQ)
• Experience with AI solutions and AI integrations with IT systems

WHAT WE OFFER

• An enriching experience in an international and hybrid environment
• Meal vouchers to support your daily meals
• 50% reimbursement of your public transport pass (Navigo)
• A remote work allowance
• Ready to unlock your potential and grow in a dynamic environment? Join Essendi (formerly AccorInvest), where your contribution truly makes a difference and your development is our priority.

LOCATION

• Paris