Service Delivery Manager [Luxe-Retail] (M/F)
About the company
Ready to turn vision into action? Magellan is an international Management Consulting and Technology Group. Our strength lies in our ability to activate both business expertise and technological mastery to support companies and public organizations through all their transformations.
Within the Group, our activity is dedicated to the Luxe and Retail sectors. We support business and IT departments on e-Commerce, Data, Customer Experience, Digital in Store, PIM-DAM, PLM, Supply Chain, or even Green Transition projects.
VISION IN ACTION In an environment where mutations are accelerating, organizations must constantly reinvent their models to remain competitive. To meet this challenge, we support our clients from the definition of their strategy to its operational implementation, combining business expertise, technological mastery, and execution capability.
Joining Magellan means joining a collective of 6,700 committed talents, united by a single requirement: understanding issues in all their complexity to build concrete and actionable solutions as close as possible to field realities.
Magellan is ranked 3rd Best Workplace France (Great Place To Work 2024 rankings) and n°1 among companies where you can accelerate your career (Linkedin Top Companies 2025 ranking).
Your tasks
In Luxe and Retail, the service quality of information systems directly conditions operational performance. This position is intended for an experienced Service Delivery Manager, capable of leading Centers of Excellence and uniting teams around continuous improvement.
💡 YOUR MISSIONS As a Service Delivery Manager, you will lead excellence center teams across several areas of expertise at our clients' sites, and will be in charge of the operational management of these teams. The Service Delivery Manager must be able to:
- Manage the relationship with the client's external partners and the performance of level 1 & 2 support (KPI, service quality, processing times)
- Guarantee the contractual commitments of the teams: SLA, indicators, committee management
- Supervise level 2 support, QA, and functional configurations
- Optimize key processes, particularly critical incident management, and reduce response times
- Define and drive continuous improvement roadmaps: processes, tooling, capitalization
- Manage the relationship with regional key users and steering committees
- Manage consultants and pool expertise between centers
- Anticipate turnover: knowledge transfer and onboarding without impact on delivery
- Identify commercial opportunities and contribute to business development
Requirements
A graduate of an engineering school, business school, or university, you have at least 8 years of experience in Service Delivery Management or leading support teams, and possess the following skills:
- Solid experience in managing RUN team management projects
- Mastery of major incident and crisis management
- Confirmed experience in team management
- Ease in client relations and facilitating steering committees
- Knowledge of IT environments at a Luxe / Retail client or transferable knowledge
- Fluent English level
If you are rigorous, reactive, results-oriented, and have a true sense of service, you are in the right place!
Key Skills
- Service Delivery Management: service quality and contractual commitments
- Major incident and crisis management: reactivity and multi-stakeholder coordination
- Center of Excellence management: KPI, organization, pooling of expertise
- Team management: management, turnover anticipation, knowledge transfer
- Change management: supporting teams and key users
What we offer
🤩 Our benefits We do everything possible to ensure the fulfillment of our employees and help them progress in their careers:
- A personalized integration process and a wide catalog of in-person and online training;
- Varied client missions to develop your expertise;
- Expert communities, project REX, pitches, and dedicated webinars;
- Internal events, sporting activities, cultural outings, and afterworks promoting conviviality.
Other
Additional Information By joining the Luxe & Retail activity of the Magellan Group, you will join multidisciplinary teams and contribute to concrete projects at the heart of major transformations: generative AI, intelligent platforms, social and environmental imperatives, etc.
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