Delivery manager H/F
Core
Pilot a Level 1 technical assistance contract (helpdesk) for a banking client, managing the service provider's performance and incident flows.
Role type
Delivery Manager (IT Service Management)
Builds
IT helpdesk services and incident management processes for banking clients
Domain
IT Services / Banking
Required skills
ITIL framework, Incident management, ServiceNow, Microsoft 365, Windows 10/11, Process improvement, KPI monitoring
Preferred skills
Process management in a service center, Crisis management, Shift-left strategy
Responsibilities
Supervise daily sync points with the service center, manage incoming requests and incident flows, lead incident review committees, monitor performance KPIs, drive continuous improvement plans, support the service provider in meeting quality and resolution targets.
Seniority
Mid-level (3-5 years experience)