Service Delivery Manager M/F

Devoteam is a leader in digital strategy consulting, technological platforms, cybersecurity, and business transformation. With 10,000 employees in Europe, the Middle East, and Africa, Devoteam supports companies by putting Technology at the service of People for over 25 years. Information systems have become critical assets. Yet, too often, their management remains invisible, undervalued, or fragmented. Without a solid foundation, no digital transformation can last. Without reliable run, there is no sustainable performance. TopTeam, a team dedicated to the run and production of IT infrastructures, guarantees technological peace of mind by ensuring the continuity, reliability, and performance of IT environments. The TopTeam team is anchored in operations, driven by rigor, proximity, and a culture of service. Our experts - Service Delivery Manager, Incident Manager, Production Project Manager, Production Engineer, Systems and Networks Administrator, Digital Workplace Engineer, N2/N3 and VIP technical support, intervene on-site or remotely, with delivery driven by SLAs and continuous improvement. We industrialize operations, stabilize environments, and secure daily activities. Our commitment: maintaining the run to liberate transformation. Why join us? We are an IA-Driven Company: Born at the dawn of the tech revolution, Devoteam is the trusted partner that has accompanied its clients through the evolution of the Internet, the Cloud, and now, the AI revolution. To this end, 100% of our employees are GenAI certified. Joining Devoteam means continuous learning. With 75% of employees certified, Devoteam is a Learning Company where learning is at the heart of our model. With 50 expertise tribes composed of technological leaders, we collaborate with the greatest technological partners: Google, AWS, Microsoft, ServiceNow, Snowflake, and many others. This collective of experts contributes to animating our business communities and presenting its viewpoint on technologies every year via the Tech Radar. Join Devoteam and become an actor in your career in an environment of excellence, learning, and innovation!

We are looking for a Service Delivery Manager to become the Run referent for our clients. As an SDM, you will be responsible for the smooth operational functioning of IT services in production environments. Your mission will include managing incidents, problems, changes, service quality management, and strengthening the client relationship, all within a continuous improvement approach. Your main responsibilities will be to: Ensure complete production management.

Establish a direct and privileged relationship with the client.

Lead and animate crisis cells: coordinate cross-functional actions and communicate effectively with management.

Lead steering committees, presenting quality indicators, SLAs, and complaints.

Actively contribute to the industrialization strategy of RUN processes.

Ensure leadership on cross-functional topics (infrastructure, security, procedures).

Support and develop team skills. The required technical skills are: Mastery of ITIL 4 processes and proven experience in managing incidents, problems, and changes.

Good understanding of production environments: Mainframe, Systems, Middleware, Ordonnanceur, Network, Telecom, Cloud, Security.

Mastery of an ITSM tool (ServiceNow, Jira, etc.).

Ability to produce and analyze service quality monitoring indicators.

Excellent written expression: for the production of reportings and Post Incident Reports.

Appreciated knowledge in crisis management and cross-functional coordination.

You have the ideal profile if you are: You hold a Bac +4/5 (engineering school, university, IT or production curriculum).

You have a minimum of 3 years of experience in an operational steering, IT delivery, or RUN management role.

You have a good command of English (spoken and written). This is indispensable.

You have already experienced managing a multi-stakeholder or sensitive environment.

The Devoteam Group works for equal opportunities, for the promotion of its female and male employees based on merit, and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism, and excellence of our organization. All our positions are open to people with disabilities.