Service Delivery Manager
ilem Group
full-time
Posted on:
Location Type: Office
Location: Casablanca • 🇲🇦 Morocco
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Be the primary point of contact for Moroccan clients and ensure their satisfaction.
- Manage service quality and ensure compliance with SLAs and KPIs.
- Coordinate local operational teams.
- Lead steering and operational committees and handle client escalations.
- Drive Incident Management and Request Management processes across the group’s clients.
- Coordinate major incidents and ensure consolidated reporting.
- Contribute to the continuous improvement of ITSM processes.
- Participate in implementing governance, security and compliance practices in line with the ISO standards promoted by the Swiss entity.
- Act as the local liaison for deploying processes, documentation and associated metrics.
Requirements
- Proven experience in Service Delivery Management or IT Operations.
- Strong knowledge of Incident and Request Management processes, SLAs and KPIs.
- ITIL v4 certification.
- Comfortable working in multi-client, service-oriented environments.
- Awareness of security, governance and compliance issues.
- Exposure to ISO-certified environments is an advantage.
- Languages: French – fluent; English – professional.
Benefits
- Strategic assignments in a dynamic environment.
- Entrepreneurial culture with a high degree of autonomy.
- Opportunities for growth within an international group.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Service Delivery ManagementIT OperationsIncident ManagementRequest ManagementSLAKPIITSM processesgovernance practicessecurity complianceISO standards
Soft skills
client satisfactioncoordinationleadershipcommunicationproblem-solvingcontinuous improvementmulti-client environmentescalation managementreportingteam collaboration
Certifications
ITIL v4