Service Delivery Manager (SDM) - Governance Management - LCV

Keoni; Paris; Hybride; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Keoni is seeking a Service Delivery Manager to implement and manage governance, quality, and monitoring systems for the client project. You will define KPIs, set measurement methods, and create dashboards with the client's project manager, ensuring timely operational launch and harmonized practices across partners.

You will formalize the QA plan, draft kick-off materials and minutes, coordinate inputs, set up logistics, and provide regular service quality reports.

Qualifications

• Proven experience in managing service delivery, ideally in IT or transformation.
• Proficiency in governance frameworks, KPIs, dashboards, and reporting.
• Ability to structure a project launch, coordinate multiple stakeholders, and ensure operational prerequisites are met.
• Excellent written and oral communication, ability to lead meetings and produce summary deliverables.
• Knowledge of retirement sector business processes is a plus.

Responsabilités

• Define KPI framework, measurement methods, and dashboards.
• Formalize organization, procedures, and deliverables in the QA plan.
• Initialize monitoring documents and harmonize with partners.
• Prepare kick-off materials and lead the meeting.
• Monitor service quality, coordinate stakeholders, and report to client.

Connaissances

Governance

KPI dashboards

Stakeholder coordination

Risk management

Communication

ITIL

Outils

ITSM tools

Dashboards

MS Excel

PowerPoint

Description du poste

Context: Within the framework of the contract concluded with the client, the Service Delivery Manager (SDM) is responsible for implementing and managing the governance, quality, and monitoring system for the service. They work closely with the client's project manager to harmonize practices across the partnership and ensure the operational launch of the project within the agreed timeframe.Responsibilities • Define, with the client's project manager, the methodological framework for key performance indicators (KPIs), their measurement methods, and the dashboard for monitoring the service. • Formalize the organization and committee structure, methodologies and procedures, format of key deliverables, management tools, indicators, and dashboards in the quality assurance plan. • Initialize the documents necessary for monitoring the partnership and ensure their harmonization with other partners. • Prepare the materials for the kick-off meeting: issues, projects and macro-tasks, objectives, RACI matrix, inputs, deliverables, milestones, organization, methodological framework, risks, and next steps. • Lead the kick-off meeting, to be held no later than three weeks after the contract award notification, and then draft the meeting minutes. • Gather the inputs necessary for the execution of the assignments: client standards, deliverable templates, processes, and procedures. • Set up the mission logistics: dedicated infrastructure and environments, site interconnection, collaborative tools, workstations, accounts, and access. • Monitor service quality, anticipate risks, coordinate stakeholders, and provide regular reporting to the client.Deliverables • Quality assurance plan. • Documentation of KPIs and their measurement methods. • Performance monitoring dashboard. • Partnership management system and monitoring documents. • Kick-off meeting materials. • Kick-off meeting minutes. • Onboarding guide including applicable standards, templates, processes, and procedures. • Operational logistics setup: environments, tools, workstations, accounts, and access. • Periodic reporting on service quality, risks, actions, and decisions.Required Profile • Proven experience in managing service delivery, ideally in an IT or transformation environment. • Proficiency in governance frameworks, committee structure, quality assurance plans, KPIs, dashboards, and reporting. • Ability to structure a project launch, coordinate multiple stakeholders, and ensure operational prerequisites are met. • Excellent written and oral communication skills, ability to lead meetings, and produce summary deliverables. • Rigor, organizational skills, autonomy, foresight, and results-oriented approach. • Proficiency in managing risks, priorities, service level agreements, and action plans. • Business knowledge of the retirement sector, its main management processes, and regulatory challenges. • Knowledge of ITIL or an equivalent framework is an asset.Technical Skills • Sound understanding of retirement information systems: management of memberships, career paths, contributions, entitlements, pension calculations, and benefit payments. • Knowledge of social and declarative data flows, particularly the DSN (French Social Security Declaration), as well as exchanges with employers, insured individuals, partners, and social security organizations. • Ability to manage sensitive and highly integrated business applications, including insured individual databases, calculation engines, document management, user relations, and inter-scheme interfaces. • Proficiency in IT service management applied to retirement processes: incidents, problems, changes, requests, deployments, and service levels. • Ability to define and monitor SLAs and KPIs related to service availability, data quality, processing times, rejections, calculation errors, and payment continuity. • Proficiency in ITSM tools, ticketing systems, monitoring, reporting, and batch processing and application workflow management. • Knowledge of security and compliance requirements related to personal and social data: GDPR, access rights, traceability, confidentiality, archiving, and access management. • Ability to manage business continuity and disaster recovery, particularly during regulatory deadlines, settlement campaigns, and payment cycles. • Ability to coordinate business, research, production, infrastructure, security, support, and service provider teams, and to analyze the impact of regulatory changes on the information system. • Proficiency in Excel and PowerPoint to consolidate service data, analyze indicators, and produce dashboards and governance documents. • ITIL certification or proven expertise in its processes is preferred.Functional Skills — Retirement • Mastery of the insured person's journey, from enrollment to pension payment, including career reconstruction, accrual of rights, and pension settlement. • Sound knowledge of basic and supplementary pension schemes, their coordination rules, and the main social protection stakeholders. • Ability to understand and translate legal and regulatory changes into business requirements, management rules, processes, and operational impacts. • Knowledge of management rules relating to contributions, periods of activity, assimilated periods, points or quarters, retirement age, rates, reductions, increases, and early retirement schemes. • Mastery of processes for ensuring the reliability and regularization of career records, handling anomalies, and verifying entitlements. • Knowledge of the processes for settling direct and derived rights, including personal retirement benefits, survivor's pensions, and applicable increases. • Understanding of payment cycles, reminders, overpayments, deductions, objections, adjustments, and associated controls. • Knowledge of inter-scheme exchanges and with social partners, as well as data pooling and sharing mechanisms. • Ability to analyze the needs of managers and insured individuals, and to formalize processes, use cases, management rules, and acceptance criteria. • Proficiency in functional testing: test strategy, business scenarios, datasets, anomaly tracking, and validation of corrections. • Ability to monitor the quality of business data and performance indicators related to processing times, inventory, rejections, complaints, and service quality. • Sound understanding of user relationship issues: retirement information, rights to information, online services, management of requests and complaints, accessibility, and quality of responses. • Ability to support business teams during regulatory, organizational, or application changes, particularly through documentation, training, and go-live assistance.Application: CV + cover letter + copies of diplomas to be sent to [e-mail]