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Service Delivery Manager – IT Support
GECI InternationalService Delivery Manager optimizing IT support processes at EOLEN. Driving service quality in demanding IT environments through effective management and improvement strategies.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT service managementservice desk operationsincident analysisKPI trackingprocess automationdata analysisroot cause analysiscontinuous improvement
Soft Skills
leadershipcommunicationproblem-solvingorganizational skillscrisis management
Tools & Technologies
ITILITSM toolscollaboration environments
Certifications & Qualifications
Bachelor's degreeMaster's degree
Industry Keywords
service qualityperformance reviewsincident managementuser support
Tech Stack
Tools & technologiesFluxITSM
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 2 days of remote work per week
- Partial reimbursement of public transport costs
- Meal allowance
- Company health insurance
- Certified technical training
- Access to an expert community and to diverse, high-value projects