Service Delivery Manager Operational

ESSENTIAL REQUIREMENTS:

• Knowledge/Expertise in:
  • Monitoring, controlling, and supporting service delivery, ensuring systems, methodologies, and procedures are in place and followed.
  • Understanding and experience in global Workplace and Service Desk services.
  • Technical background,
  • Proficiency in managing ITSM tools, preferably ServiceNow, is a key requirement of the position.
  • Creating reports within ServiceNow is part of the responsibilities.
  • Mastery of ITIL processes—including incident, request, change, problem, and capacity management—is imperative.
  • Experience in Global Services coordinating teams in different countries.
  • Taking ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Excellent communication skills with the ability to explain complex technical issues to a non-technical audience.
  • English proficiency level of B2/C1.

DESIRABLE REQUIREMENTS:

• Proactivity
• Teamwork
• Used to reporting work done
• Ability to produce documents and reports
• Open-mindedness to change
• Self-taught

REQUIRED QUALIFICATIONS:

• Higher Technician in Computer Systems Management or a degree in Computer Engineering
• At least 10 years of experience in the IT sector, with at least 5 years performing the same role
• Official technical certification in ITIL: at least ITIL Foundation
• Official technical certification AZ-900 or/and MS-900. 

REQUIRED QUALIFICATIONS:

• 5 years