Service Delivery Manager Retail
Core
Managing service delivery for a prestigious Retail/Luxury client by overseeing Level 2/3 maintenance, incidents, and service requests for Cegid Y2 and related retail applications.
Role type
Service Delivery Manager (Retail/Luxury)
Builds
Production support and maintenance for retail applications (Cegid Y2, mobility, inventory, replenishment)
Domain
Retail/Luxury / IT Service Management
Deliverable
client delivery
Required skills
Team management, SLA/KPI monitoring, continuous improvement planning, capacity planning, IT process knowledge, retail domain knowledge
Preferred skills
ITIL Foundation certification, Cegid Retail Y2 technical expertise
Technologies
Cegid Y2
Responsibilities
Manage teams in collaboration with local managers, ensure service quality and SLA compliance, lead continuous improvement plans, monitor team competency and training, anticipate critical periods, manage workload and rotations, govern client relations through operational and strategic committees
Seniority
Mid-level, hands-on management
