IT Service Delivery Manager France (f/m/d)

Contenu de l'offre IT Service Delivery Manager France (f/m/d) chez GEA Group

IT Service Delivery Manager France (f/m/d)


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The Service Delivery Manager is responsible for the agreed service delivery to the sites. The Service Delivery Manager is designed as escalation instance and responsible if service delivery does not meet expectations. The Service Delivery Manager keeps in touch with operational users of the IT services. There is a global Service Delivery Management and one on the sites / in regions with close interaction. Train global user community how to use the IT Support processes; Introduce and monitor GEA IT standards and IT Security

Responsibilities / Tasks

Record and handle user complaints; Being first contact person for any inquiries for the business sites on an operational level (not single user related). Ensure that customer and user complaints as well as escalations are handled

Steering of local Service provisioning: Steers as advised by the provider manager the local provider / local OSS team

Collect local requirements in regard to global projects

Being caretaker for the business sites on an operational level

Create service level reports for sites / regions: Summarize service levels and provide service level reporting towards the business. Monitoring of the provision of services to all defined locations

Provide feedback about service performance for Service Owner. Stimulate continuous service improvement

Record local demands and hand them over to BRM

Provide correct charging towards the business sites. Explain invoices to local business

Ability to provide guidance to consultants

Provide guidance to direct users and local business on IT processes, solutions, and improvements

Manage a team of individuals (business, GEA IT, 3rd party) towards solution management and troubleshoot to resolve problems as they arise

Ability to look at a new situation with a fresh perspective every time

Partner with other business leaders to manage and lead change initiatives.

Your Profile / Qualifications

Core competencies, knowledge and experience:

3+ years of experience in IT Management with a Certification in IT systems or 5 years or more experience in lieu of education.

Bachelor’s degree in Computer Science or related degree is preferred.

Excellent customer service and leadership skills with ability to influence customers positively.

Articulate, with effective verbal communication skills and a polished, executive presence and ability to “think on your feet” and respond constructively with action-oriented ideas

Understanding of the business, process and user requirements of the dedicated area with deep knowledge of IT services

Strong leadership, communication and organizational skills

Strong escalation and de-escalation management skills

Must have technical / professional qualifications:

High resilience, joy in communication and moderation

Analytical, independent and structured approach

Self-Motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to work in an agile and dynamic manner.

Working knowledge of ITIL practices.

Strong verbal and written communication skills in English with an ability to present ideas in non-technical language.

Strong personal skills, with a focus on listening and questioning skills.

Did we spark your interest?
Then please click apply above to access our guided application process.

Summary

Location: Montigny-le-Bretonneux

Type: Full time