Service Delivery Manager

We are looking for an SDM, and the scope of your role will be below

The Service Delivery Manager has a key role in the management and control of the support chain, and guarantees the application and efficiency of the escalation process.

• Manages the prioritization of actions according to the SLAs.
• Supervises the support teams and acts as the central point for all internal and external support teams, coordinating the actions of the various escalation groups.
• Supports the Incident Manager and the Problem Manager by controlling incidents, problems and ongoing changes. Organizes meetings with the different application third-party contractors, establishes the reports and follows up on the action plans.
• Organizes regular meetings with the team to analyze the previous month's results and decide on corrective or preventive measures where necessary. Presents an action plan to the monthly Steering Committees.
• As team leader, is in charge of maintaining and developing the team's skills. Analyses needs, then requests and defines the final training plan. Ensures the motivation of team members.
• Relies on the resources of the NEURONES rear base to optimize the services.
• Monitoring: manager of the global user support chain.
• Works closely with the regional and central teams in Europe to support the 24x7production and integration environment.

Technical skills

• Degree in Computer Engineering, Computer Science or Information Technology
• Experience in Data Integration Technology such as API, ETL, ELT, ESB
• Experience with both production support (and Application Maintenance Services) and development activities
• ITIL certified
• Experience working in Sprint and Agile methodology
• Experience in Incident Management and/or Problem Management
• Experience performing and coordinating RCA and trend analysis, using established Incident Management techniques
• Proven ability to manage a multicultural team of 10 to 20 people in Asia
• Fluent English with excellent written and spoken communication skills
• Experience in a luxury retail environment is a plus
• Strong interpersonal and problem resolution skills, with the ability to lead a team with empathy and assertiveness