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 in France and internationally.
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, ITSM tool mastery, vendor coordination, crisis management
Preferred skills
Shift Left initiatives, operational governance, performance reporting
Technologies
ITSM tools, Office suite, reporting tools
Responsibilities
Supervise RUN activities and incident tracking, coordinate critical incident resolution, manage exchanges with the service provider, analyze incident volumes and trends, build performance dashboards, organize operational review meetings
Seniority
Senior, hands-on IC