Service Delivery Manager H/F
Core
Managing quality and continuity of IT services delivered to business units in a critical banking environment.
Role type
Senior Service Delivery Manager
Builds
IT service delivery and operational stability for a major banking client
Domain
Banking / IT Service Management
Deliverable
client delivery
Required skills
SLA/KPI management, ITIL process leadership, incident/problem/change management, stakeholder coordination, risk anticipation, reporting and dashboarding
Preferred skills
International context experience, transformation project participation
Technologies
ServiceNow, Remedy, Jira Service Management, Centreon, Nagios, Dynatrace, Splunk, Windows, Linux
Responsibilities
Pilot service quality (SLA, KPI, contractual commitments), ensure operational follow-up of IT services (incidents, problems, changes), chair steering and operational committees, coordinate technical teams (internal and vendors), act as main contact between IT and business, supervise major incident resolution, pilot ITIL processes, follow continuous improvement plans, produce and analyze reports, anticipate risks and propose remediation plans, participate in transformation projects
Seniority
Senior, hands-on IC
