Service Delivery Manager

🌐 Service Delivery Manager 🌐

Languages : French, English

Location : Luxembourg

Responsibilities :

• Ensure IT services align with agreed performance standards, addressing deviations swiftly.
• Act as the primary point of contact for clients, managing escalations and maintaining high satisfaction levels.
• Drive initiatives to improve service reliability, performance, and overall customer experience.
• Provide backup support for incident, request, and change management processes, ensuring timely resolutions and effective communication.
• Prepare regular reports on performance metrics, incident trends, and potential risks, identifying areas for improvement.

Profile:

• Degree in IT, Computer Science, or a related discipline.
• At least 5 years in IT operations or service delivery, with practical knowledge of ITIL methodologies.
• Proven ability to manage incidents, changes, and problems within an ITIL-driven environment.
• Exceptional communication, leadership, and customer-oriented mindset.
• Experience with ITSM platforms like ServiceNow or BMC Remedy.
• Strong analytical skills with the ability to stay composed under pressure.
• ITIL v3/v4 Foundation certification is an asset.

Interested in this position? Apply now and feel free to contact us at [email protected] and [email protected]