Service Delivery Manager (M/F)

The Service Delivery Manager is responsible for customer satisfaction, loyalty and development. As the operational guarantor, he/she is the privileged contact for his/her customers, while promoting the company's technical strategies.

As Service Delivery Manager, you will be responsible for :

1. Guaranteeing quality of service and customer satisfaction
   • Ensure that customers are satisfied to an average of over 3 out of 4 (COPIL weather)
   • Respect the SLA for each customer at 95%
   • Keeping track of the daily backlog for each customer.
   • Keeping all the tools needed for effective management up to date (SHIVA, Confluence, PowerBI, etc.)
   • Playing a key role in the successful renewal of its customers

2. Excellent communication and interpersonal skills
   • Good interpersonal skills with contacts in the customer portfolio
   • Have good interpersonal skills with internal contacts, be participative with teams
   • Accurately and honestly reporting on customer activity at Mornings Meetings

3. Be the technical guarantor of its customers' IS and their transformation
   • Provide the operational support set out in the contract
   • Ensuring successful change management, either independently or with a project manager
   • Mastering the customer portfolio's Information System (knowing the infrastructure, IS and criticality of the Technical Systems, up-to-date procedures in confluence)
   • Guaranteeing the security (patch management, backups, DRP, antivirus EDR in particular) of the Technical Systems entrusted to you
   • Supporting portfolio customers in adopting new services: outsourcing of modernised application architectures (micro-services, CI/CD), software development, etc.
   • Make proposals to maintain a high level of availability for critical applications

4. Develop the customer portfolio
   • Guarantees that the invoicing of the monthly recurring service (IaaS Work Units, Managed Services, public cloud consumptions, licences and all other Work Units) is correct to 100%
   • Ensure growth in sales by adding +10%/year
   • Providing the technical information needed by the Account Manager and/or AV and/or Project Manager to draw up technical and financial proposals.

Higher education in IT (BAC+4/5), from an engineering school or equivalent, you have successful technical experience in a digital services company, preferably in a facilities management context. 

You will also have significant experience in the following areas:

• Customer Relationship Management,
• Incident, Change and Problem Management,
• Production monitoring,
• Knowledge of ITIL,
• Good level of English.

Rigorous, organised and dynamic, you have a curiosity for technology, a taste for teamwork and the ability to self-train. You must be an inspirational leader with a taste for excellence.

Choose us for :

✓Our leading position in a fast-growing sector
✓Support and coaching from experienced colleagues.
✓Our innovative organisation will enable you to progress within the Group
✓Our technical and functional training systems
✓Our collaborative events
✓Our co-option and mobility scheme
✓Our quality of working life programme (teleworking, employee services, CSR commitments...)
✓ And always: profit-sharing, mutual insurance/health insurance, TR card, social and economic committee, RTT, etc.

If you're looking for a rewarding professional life, come and build your career at CloudTemple!
Your passion, commitment and success will be valued. Cloud Temple is committed to promoting diversity. This position is open to disabled workers with equal skills.