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Service Delivery Manager – Run & Operations
Expleo Group. Ensure production stability — keep focus on keeping services up and running.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Ensure production stability — keep focus on keeping services up and running.
- Act as 3rd-line support in the context of production incidents (P3 and P4).
- Ensure all problems and requests received from issuers are prioritized, followed up, and resolved.
- Maintain clear and timely communication with customers through service desks.
- Exchange best practices and knowledge with other regional teams.
- Manage and prioritize incidents.
- Handle problem management and support in answering customer requests.
- Support end-to-end analysis with subject matter experts when required.
- Maintain active communication with technical teams and service desks.
- Deliver training to issuers (primarily back-office processes and explanations).
- Understand issuer context and proactively propose improvements (e.g., success rate optimization).
- Manage issuer user rights.
- Calculate and report monthly SLAs.
- Manage monthly billing (month-end closing and billing figures).
- Maintain and update process documentation.
- Coordinate and exchange with other Run Teams.
Requirements
What you’ll need- Minimum 4 years of experience in a Service Delivery or IT Operations role.
- Strong analytical skills.
- Strong coordination and organizational skills.
- Solution-oriented mindset with a focus on delivering results.
- Excellent communication and interpersonal skills.
- Good knowledge of Agile methodology.
- Proficiency with SNOW (ServiceNow), Confluence, and Jira.
- Fluent in English.
- Experience in the payments, banking, or financial services domain.
Benefits
Comp & perks- Holiday Voucher
- Private medical insurance
- Performance bonus
- Easter and Christmas bonus
- Employee referral bonus
- Bookster subscription
- 7card
- Work from home options depending on project
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementproblem managementservice deliveryservice desk supportend-to-end analysismonthly SLA calculationbilling managementprocess documentation
Soft Skills
analytical skillscoordination skillsorganizational skillssolution-oriented mindsetcommunication skillsinterpersonal skills