Incident Manager / Service Delivery Manager IT (H/F)
Core
Manage IT incidents and service delivery to ensure service quality and optimize user experience for a major client.
Role type
Senior Incident Manager / Service Delivery Manager
Builds
IT support services and incident resolution processes
Domain
IT Service Management (ITSM) / IT Operations
Deliverable
dashboards & analysis
Required skills
Incident Management, Service Delivery Management, ITIL processes, SLA/KPI monitoring, Root Cause Analysis, vendor coordination, crisis management, performance reporting
Preferred skills
Shift Left initiatives, ITSM tool mastery, stakeholder communication
Technologies
ITSM tools, Office suite, reporting tools
Responsibilities
Supervise RUN activities and user incident requests, coordinate critical incident resolution, manage exchanges with the service provider, analyze incident volumes and trends, build performance dashboards, prepare operational review meetings, collaborate with support/infrastructure/security teams
Seniority
Senior, hands-on IC