IT Service Delivery Manager (IT-SDM)

We are looking for an experienced IT-SDM, with a good knowledge of application management and incident handling. The IT-SDM is responsible for the day-to-day delivery of the IT operations for our Customers; application maintenance, incident and problem management for Customer Service team and Production Team. The IT-SDM acts as a primary contact person for the Business, organizes and manages the team capacity and priorities, and plays a central role in the business continuity. The IT delivery team is composed of two analysts and one dispatcher of incidents.


Day-to-day Tasks:

  • Monitor and propose improvements for Customer application and IT operational platforms
  • Ensure a good level of performance of the operational platforms and  Customer applications
  • Responsible for establishing business relationships to enable efficient delivery of ICT services
  • Establish and monitor with the business the expected Service Levels
  • Measure and report on IT Services
  • Act as team leader, manages priorities and workload, set objectives and evaluate
  • Direct collaboration with operations and development teams to make sure that service level agreements (SLAs) are guaranteed
  • Monitor capacity and resources in a multi-disciplinary environment
  • Ensure a relationship of quality and trust with the internal clients
  • Ensure application consistency, operational change management, incident management, problem management, crisis management, operational configuration management
  • Communicate about IT services within the organization
  • Plan and schedule operational maintenance and service windows
  • Technical Analysis and report on incident.


Main Working Relationships

  • Main internal stakeholders: ExCo Level, Middle Management, Customer Service
  • Main external stakeholders: Contact with our external Customers


Soft skills we are looking for

  • Work autonomously within set objectives, while being at ease multitasking in a fast-paced environment.
  • You are passionate about the challenges and opportunities brought by technology and innovation. You like to challenge the status quo and common beliefs.
  • Personality : analytical, structured, assertive, solution oriented, problem solver, critical thinking, customer oriented, time management


Education & Experience Required

  • Master degree in Computer Science, engineering or related field/experience
  • 5 to 10 years proven experience in IT environment and in Service Delivery
  • Technical expertise in Application Management, with knowledge of various files and transactional formats (exemple XML, JMS) and technologies (Rest API)
  • Experience with Dashboarding tools (Kibana)
  • IT Service Management experience (ITIL knowledge is a plus)
  • Experience in managing a team
  • Written and verbal communication skills.
  • Languages: FR, ENG, (NL).


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