Responsibilities
- Manage the operational activity of the service center and ensure the delivery of services
- Oversee incoming request flows and ensure they are properly handled
- Prepare and lead daily meetings with the service provider
- Act as the primary point of contact in crisis situations or for major incidents
- Analyze volumes, trends and incident typologies
- Identify recurring root causes and propose corrective actions
- Prepare and chair incident committees and performance reviews
- Define, track and analyze service quality KPIs
- Contribute to the continuous improvement of support and resolution processes
- Support the service provider in achieving its quality and performance objectives
- Streamline and automate the processes for analysis, reporting and data delivery
Qualifications
- Bachelor's degree to Master's degree in computer science, IT service management or equivalent
- 5 to 10 years of experience in IT service management, user support or service desk operations
- Experience in a support environment or service desk is highly valued
- Good understanding of desktop and collaboration environments
- Proficiency in ITIL processes and ITSM tools
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Service Delivery Manager – IT Support in Lyon employeur : GECI International
Jobtailor est un employeur de choix, offrant un environnement de travail dynamique et collaboratif où l'innovation et la croissance personnelle sont au cœur de notre culture. En tant qu'Infrastructure & Cloud Engineer, vous bénéficierez d'opportunités de développement professionnel tout en travaillant sur des projets passionnants dans un cadre stimulant en France. Nous valorisons l'autonomie et le service client, garantissant que chaque membre de l'équipe se sente soutenu et valorisé dans son rôle.
