Service Delivery Manager

We are looking for an SDM and your role is to:

Governance:

• Set up of all the means necessary to ensure the continuity of service,
• Adapt to meet the SLAs defined,

Cost Management,

• Planning, organizing and managing the steering committees and ensuring that regular technical committees are held and efficient.
• The person need to support 24* 7 team Integration/production team.

Reporting:

• Providing the measuring elements enabling the production of a Monthly Activity Report, follow-up, and analysis with different tools of the “service quality” results.

Progress Plan

• To organize and control the capitalization and the improvement of the ITIL and support service processes.

Monitoring: Manager of the global user chain of support

• The incumbent needs to work closely with the regional/ central teams in Europe to support the 24*7 production/integration environment.

Technical Skills

• Degree in computer engineering/computer science or information technology
• A graduate with a minimum 6 years of Infrastructure Support
• ITIL certified
• Experience in Production Environment (2 years minimum)
• Experience in Incident Management and/or Project Management (2 years minimum)
• Experience with performing and coordinating RCA and trend analysis, using established Incident Management techniques
• Proven capability to manage a multicultural team in Asia of 10-20 people.
• French speaking is a huge plus
• Experience of luxury retail environment a plus
• Excellent communication written and spoken
• Strong interpersonal skills such as empathy, leadership, and problem resolution.
• Ability to lead the team with empathy and assertiveness