Service Delivery Manager – IT Support

Jobtailor; Lyon; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

Jobtailor is seeking a seasoned IT service management professional to oversee the service center’s operational activity and ensure high-quality service delivery in a fast-paced environment. You will manage incident escalations, lead daily provider meetings, and act as the primary crisis contact while driving continuous improvements in processes and KPIs.

Ideal candidates will have 5–10 years in ITSM or service desk roles, strong ITIL proficiency, and a solid grasp of desktop and collaboration

Qualifications

• Bachelor's to Master's degree in computer science, IT service management or equivalent.
• 5 to 10 years of experience in IT service management, user support or service desk operations.
• Experience in a support environment or service desk is highly valued.
• Good understanding of desktop and collaboration environments.
• Proficiency in ITIL processes and ITSM tools.

Responsabilités

• Manage the operational activity of the service center and ensure the delivery of services.
• Oversee incoming request flows and ensure they are properly handled.
• Prepare and lead daily meetings with the service provider.
• Act as the primary point of contact in crisis situations or for major incidents.
• Analyze volumes, trends and incident typologies.
• Identify recurring root causes and propose corrective actions.
• Prepare and chair incident committees and performance reviews.
• Define, track and analyze service quality KPIs.
• Contribute to the continuous improvement of support and resolution processes.
• Support the service provider in achieving its quality and performance objectives.
• Streamline and automate the processes for analysis, reporting and data delivery.

Connaissances

ITIL

Service desk operations

Desktop & collaboration tools

Formation

Bachelor's degree

Master's degree

Outils

ITSM tools

Description du poste

Responsibilities

• Manage the operational activity of the service center and ensure the delivery of services
• Oversee incoming request flows and ensure they are properly handled
• Prepare and lead daily meetings with the service provider
• Act as the primary point of contact in crisis situations or for major incidents
• Analyze volumes, trends and incident typologies
• Identify recurring root causes and propose corrective actions
• Prepare and chair incident committees and performance reviews
• Define, track and analyze service quality KPIs
• Contribute to the continuous improvement of support and resolution processes
• Support the service provider in achieving its quality and performance objectives
• Streamline and automate the processes for analysis, reporting and data delivery

Qualifications

• Bachelor's degree to Master's degree in computer science, IT service management or equivalent
• 5 to 10 years of experience in IT service management, user support or service desk operations
• Experience in a support environment or service desk is highly valued
• Good understanding of desktop and collaboration environments
• Proficiency in ITIL processes and ITSM tools