Job Description

Company Description

ALTEN is a leader in Engineering and IT Services, with 46,000 employees, 88% of whom are engineers. Present in 32 countries, the Group accompanies its clients' development strategy in the fields of innovation, R&D, and technological information systems.

Within the Infrastructure IT, Cloud, and Cybersecurity department, the team consists of 550 employees working in the sectors of Banking, Insurance, Retail, Energy, Telecommunications, Industry, and Monetization.

50 major clients have already entrusted us with their business!

The plus:

• A human-sized company benefiting from the commercial strength of a large group
• Top Employer certification for the 12th consecutive year
• State-of-the-art tools
• Stimulating and certified career paths
• Flexible work from home 2-3 days a week
• Evolving remuneration

Job Description

Context: We are looking for a Service Delivery Manager (H/F) for one of our major clients, who will work with an international team.

Responsibilities:

• Ensure the link between the company and the clients to understand their needs, expectations, and requirements regarding services.
• Define service levels (SLA) and service level agreements (OLA) based on client needs and company capabilities.
• Oversee the delivery of services in accordance with SLA and OLA agreed upon, ensuring quality, reliability, and consistency.
• Manage incidents, problems, and changes related to services, coordinating resolution activities and minimizing downtime.
• Regularly evaluate service performance using key performance indicators (KPI) to measure and monitor client satisfaction.
• Develop plans to improve services to optimize processes, performance, and operational efficiency.
• Collaborate with internal teams and external providers to resolve issues, meet client demands, and improve services.
• Prepare activity reports and trend analyses to communicate service performance and propose corrective actions if necessary.

Technical Environment:

Service management tools: ServiceNow, Remedy, JIRA Service Management, Freshservice, Zendesk,...

Monitoring and performance management systems: Nagios, SolarWinds, PRTG Network Monitor, Datadog, Zabbix,...

Ticket and incident management tools: ServiceNow Incident Management, Remedy Incident Management, JIRA Service Desk, Zendesk Support, Freshdesk,...

Communication and collaboration platforms: Microsoft Teams, Slack, Cisco Webex Teams, Zoom, Google Meet,...

Project management tools: Microsoft Project, Asana, Trello, Monday.com, Basecamp,...

IT-related technologies: Operating systems (Windows Server, Linux), Networks (TCP/IP, routing, switching), Storage (SAN, NAS, RAID), Virtualization (VMware, Hyper-V), IT security (firewalls, VPN, antivirus), Cloud services (AWS, Azure, Google Cloud),...

Client information systems and technologies: ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), CMS (Content Management Systems), Specific business applications, Databases (SQL Server, Oracle, MySQL),...

Connectivity and communication-related technologies: IP telephony systems, VPN (Virtual Private Network), Video conferencing services, Email services, Online collaboration systems,...

Qualifications

Required Qualifications:

• Bachelor's degree in Computer Science, Networks, or a related field
• Thorough mastery of English (professional/current)
• Proven professional experience on a similar position
• Appreciated certifications

Additional Information

If you recognize yourself in this description, then don't wait any longer! We would be delighted to welcome you to our teams. Apply now by sending your CV.