Service Delivery Manager
Core
Pilot continuous improvement plans and monitor actions for Service Desk and proximity support teams across multiple countries.
Role type
Senior Service Delivery Manager
Builds
Service Desk operations and proximity support services
Domain
IT Service Management / Customer Support
Deliverable
dashboards & analysis
Required skills
KPI and SLA management, backlog tracking, continuous improvement, team coordination, onboarding planning, client governance collaboration
Preferred skills
English (fluent), autonomy, proactivity, results orientation
Technologies
KPI tools, SLA frameworks, backlog management systems
Responsibilities
Pilot continuous improvement plans, monitor KPIs/SLAs/productivity/quality metrics, track backlog and action plans, support Service Desk and proximity teams in Casablanca, France, Spain, and Portugal, manage onboarding and skill development plans, collaborate with governance and clients
Seniority
Senior, hands-on IC