Overview
Location: Remote – once per month a visit in the office (e.g. Paris) will be requested. Mandatory: EU Nationality, Europass CV Template.
Responsibilities
* Service Delivery & Performance
o Ensure services are delivered on time, within scope, and in line with agreed quality standards.
o Monitor, manage, and report on Service Level Agreements (SLAs) and key performance indicators (KPIs).
o Lead continuous improvement initiatives to enhance service performance, efficiency, and quality.
* Client & Stakeholder Management
o Act as the primary point of contact for clients on all service delivery matters.
o Build strong client relationships, understand business needs, and manage expectations effectively.
o Facilitate regular service reviews, performance meetings, and improvement discussions.
* Onboarding & Transition Management
o Lead the onboarding of new clients and new service engagements.
o Coordinate cross-functional teams to ensure smooth transitions from proposal and design to live service delivery.
o Define onboarding and transition plans, set milestones, track progress, and ensure operational readiness.
o Engage closely with clients throughout onboarding to ensure alignment, clarity, and satisfaction.
* Project Management
o Lead and deliver IT and technical projects from initiation to closure.
o Define project scope, plans, schedules, and timelines; monitor progress against milestones.
o Coordinate cross-functional project teams and communicate effectively with stakeholders.
o Identify, assess, and manage project risks, issues, dependencies, and changes.
o Ensure projects are delivered on time, within budget, and to required quality standards.
* Team Leadership
o Lead, coach, and develop the service delivery and project teams.
o Coordinate and integrate internal support teams to ensure seamless delivery.
o Allocate work effectively and support team performance and engagement.
o Promote a culture of accountability, collaboration, and continuous professional development.
* Process, Operations & Continuous Improvement
o Develop, document, and maintain standard operating procedures and service delivery best practices.
Qualifications
* Proven experience in service delivery management and/or IT project management.
* Proven experience with the above tasks.
* Experience managing IT or technical services and projects in a client-facing environment.
* Strong communication, stakeholder management, and relationship-building skills.
* Excellent planning, organizational, and problem-solving abilities.
* Experience working with project management and service management tools (e.g., Jira, MS Project).
* Service Management certification (e.g., ITIL).
* Project Management certification (e.g., PMP, PRINCE2, Agile/Scrum).
Additional Information
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