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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.
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
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
IT service managementservice desk operationsincident analysisKPI trackingprocess automationdata analysisroot cause analysiscontinuous improvement
Soft Skills
leadershipcommunicationproblem-solvingorganizational skillscrisis management
Certifications
Bachelor's degreeMaster's degree