Service Delivery Manager (m/f/d)

• Organization, implementation and maintenance of Information System support
• Acts as formal FWC interface for communication at management level
• Ensure compliance of the provided services with applicable legal and security policies
• Coordination of support teams
• Coordination of systems installation, configuration and administration
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Ensuring that systems, procedures, and methodologies are in place to support service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
• Providing accurate and regular reports to the management on performance of the service delivery
• Structure and management of user trainings
• Participation in user, service and project meetings

• Minimum 3 years of IT experience in service delivery management (in the case of university degree), or minimum 6 years of IT experience in service delivery management
• Minimum 3 years of experience with Information Systems studies, development, training, technical documentation writing and / or support
• Minimum 1 year of practical experience with quality procedures.
• Proven knowledge in end user assistance or support of Information Systems
• Excellent knowledge of ITIL, including ITIL 4 Specialist certificate
• Good IT skills
• Excellent communication/writing skills
• Experience in reporting
• Ability to give presentations
• Ability to participate in multi-lingual meetings, good communication skills
• Leadership skills
• Capability of working in team
• Fluent English and level B1 in French.

Halian