Regional Service Delivery Manager

IT Regional Service Delivery Manager

Location: Guyancourt, Île‑de‑France, France. This is a permanent, onsite role. Freelancers are not considered.

Responsibilities

• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Excel in customer relationship management.
• Develop a deep understanding of projects to gain insights into the scope of service delivery.
• Monitor and manage all contractually in‑scope work.
• Maintain high performance levels for service‑related processes, and implement improvement activities where necessary.
• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post‑incident reviews.
• Ensure that systems, procedures, and methodologies support outstanding service delivery.
• Analyze third‑party and internal processes, and create strategies for service delivery optimization.
• Recommend methods of improvement and ensure actions are implemented on time for service delivery upgrades.
• Provide accurate and regular reports to management on service delivery performance.
• Lead personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Build strong relationships with teams and stakeholders to enable effective dialogue between departments.

Qualifications

• Minimum 12 years of hands‑on experience as a Service Delivery Manager.
• Operational ability to handle technical discussions across domains such as Workplace, Cloud & Compute, Cybersecurity, Gen AI, etc.
• Excellent verbal and written communication skills in English and French.
• Proficiency in leading both physical and virtual teams.
• Experience dealing with third‑party‑provided services.
• Operational ability in a large‑scale, diverse environment.
• Exceptional customer‑facing skills.
• In‑depth knowledge of escalation procedures, incident management, and disciplines related to service delivery.
• Mastery of ITIL principles.
• Expertise in people management and leadership.
• Strong organizational skills.
• Capacity to train and guide junior team members.
• Ability to manage and prioritize tasks efficiently.
• Solid resource planning and problem‑solving skills.
• Readiness to demonstrate a proactive attitude.
• Fluency in French and English; B2/C1 level mandatory.

Apply now and submit your CV in English!