SERVICE DELIVERY MANAGER

Eviden, part of the Atos Group, with an annual revenue of circa € 5 billion is a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 53,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come.

Duties & Responsibilities: 

• Leading a team of resources to deliver Digital Projects (OpenText, K2 , SAP) on time and within budget.

• Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service level agreement

• Ability to work and build strong relationships with end-users and internal stakeholders.

• Working with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function.

• Delivering customer satisfaction and overall excellence by identifying opportunities or issues and assisting with speedy resolution

• Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources.

• Ensure proper tracking and closure of all reported IT incidents.

• Supports the Problem and Change Management process.

• Continuously improving the technical delivery model and strategy, implementing, and managing delivery with the associated teams

• Responsible for financial management and reporting and optimizing processes.

Job Qualifications/ Skills Requirements

• Candidate must possess at least bachelor’s degree in computer science, Business, Engineering, or similar field or equivalent work experience.

• 8-10 years in project or Service delivery experience is required.

• Excellent communication skills in both written and oral with cross-cultural competence.

• Good financial and people leadership skills

• High competency in multi-tasking and ability to manage multiple engagements in parallel.

• ITIL V4 certification is a big plus.

• Certified scrum master, PMP preferred.

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