Service Delivery Manager (H/F)

Overview

Connect44 France, established in 2005, is part of a European group with more than 20 years of experience. The company offers telecom and IT services to French and international key accounts. We are looking for a Service Delivery Manager (SDM) / Incident Manager.

Reporting

The SDM/Incident Manager reports to the Responsable des Opérations IT / Directeur de Projet.

Objectives

Ensure the quality and continuity of IT services delivered to clients. Manage critical and major incidents to minimize impact and guarantee rapid resolution.

Responsibilities

• Service Delivery Management (SDM)
  • Supervise and coordinate the delivery of IT services in accordance with Service Level Agreements (SLAs).
  • Establish a trustworthy relationship with clients via regular, transparent communication on performance and service evolution.
  • Conduct regular meetings with clients to review SLAs, KPI and improvement drivers.
  • Identify continuous improvement opportunities and coordinate their implementation.
  • Manage operational changes to services in collaboration with technical teams.
• Incident Management
  • Act as the primary point of contact for major and critical incident management.
  • Coordinate technical teams to diagnose, resolve and document incidents.
  • Create and maintain incident management procedures based on best practices (ITIL).
  • Organise and lead crisis meetings (war rooms) for critical incidents.
  • Communicate regularly with stakeholders (clients, management, IT teams) about incident status and corrective actions.
  • Produce post‑mortem reports (REX) and ensure preventive actions are implemented to avoid recurrence.
• Governance & Reporting
  • Prepare and present regular reports on service performance and incident management.
  • Maintain up‑to‑date documentation of processes and procedures related to services and incidents.
  • Track key performance indicators (KPIs) related to SLAs and incident management.

Working Conditions

On‑site at Boulogne and Saint Ouen. Collaboration with local teams and teams in Romania. The position includes on‑call shifts.

Key Performance Indicators

• Adherence to agreed SLAs for services.
• Reduction in resolution times for major incidents.
• Client satisfaction (qualitative feedback and scores).
• Quality of post‑mortem reports and preventive actions implemented.

Qualifications & Requirements

• Degree in IT, Information Systems or a related field.
• 3‑5 years proven experience as a Service Delivery Manager and/or Incident Manager.
• Experience in critical or sensitive IT environments is an advantage.
• Strong knowledge of ITIL processes (ITIL certification preferred).
• Proficiency in IT service management tools (Ivanti, ServiceNow, Jira, or equivalents).
• Knowledge of complex IT environments (infrastructure, applications, networks).
• Excellent written and verbal communication skills.
• Ability to manage crisis situations.
• Teamwork and coordination of multidisciplinary teams.
• Strong organisational and prioritisation skills.
• Analytical thinking and problem‑solving ability.

Compensation & Benefits

• Annual gross salary: €52,000 on 12 months.
• Transport allowance.
• Meal vouchers / pantry allowance.
• Company laptop.
• Bonus structure.
• 35 hours per week.
• Daytime work with on‑call shifts.
• Contract type: CDI.
• International environment, CCN telecommunications.
• Freelance option with negotiable daily rate.