Service Delivery Manager

Local Support Service Delivery Manager – Paris

Our company is developing and you can expand your career along with it. Working in a constantly evolving environment, you will act as a Local support Service Delivery Manager in Paris, having full ownership of a designated account and being responsible for account performance and business growth management. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT service.

Core Responsibilities

• Act as a Local support Service Delivery Manager, having full ownership of a designated account and being responsible for account performance and business growth management.
• Monitor and manage desktop support, to ensure service performance meets customer expectations.
• Act as Single Point of Contact (SPOC) for client(s).
• Provide leadership, direction, and coach/mentor team.
• Manage the on‑site services according to the scope work and changes of scope.
• Ensure that systems, procedures, and methodologies are in place to support the expected delivery of agreed services.
• Ensure that best business practices are implemented.
• Identify service improvement opportunities and ensure implementation of actions that lead to service optimizations.
• Ensure the assets in scope for the on‑site teams are accurately tracked and registered in the asset management database.
• Ensure the local stocks under the responsibility of the on‑site teams are kept tidy, the assets are tracked, and stock levels are optimal.
• Ensure the PC lifecycle is managed according to agreed client expectations.
• Take ownership of customer complaints related to local support and ensure correction actions are implemented.
• Assist with new launches or new services with client(s).
• Responsible for the invoicing of services.
• Ensure financial performance targets are met.
• Ensure that project and ad‑hoc activities are charged to the client either as part of the on‑going contract or through a change request form.
• Evaluate, classify, and determine impact of change requests.
• Develop service dashboards, weekly and monthly reports and ensure data analysis that results into actionable outcomes.
• Facilitate and lead weekly/monthly and quarterly service reviews with your team and client.
• Provide to management regular reports on service performance.

Required Qualifications

Experience

• Minimum of 2–3 years' experience working in an IT management role.
• Proven experience of local IT support and a good understanding of Local Operations services.

Technical Skills

• Strong understanding of IT delivery processes.
• Good knowledge of hardware, software and infrastructure technologies.
• Experience with managing physical and virtual teams.

Soft Skills

• Ability to thrive under pressure, possess excellent leadership skills, and be adaptable to the complexities of working in a dynamic, multi‑national environment.
• Excellent organization and communication skills, flexibility, good time management and ability to follow processes and procedures.
• Excellent customer‑facing skills.
• Must understand the importance of implementing pro‑active measures to ensure service continuity.
• Must recognize the importance of keeping the client updated on all relevant topics (even if the update is that there is currently no further update).
• Must ensure diligent, formal (documented) follow‑up regarding all man‑management topics.

Language Proficiency

Excellent French and English language skills.

Work Conditions

• Working hours: full time (40 hours).
• Working setup (hybrid, on site, remote): 2–3 days on site, 2 days remote.

Training Requirements

All employees are required to complete mandatory training programs as part of their employment, including onboarding and Health & Safety training. Timely completion of all mandatory training is a condition of employment.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!