Service Delivery Manager

4 weeks ago

Mobile, United States Scalian Full time

Who are we?

At Scalian, we are a leading multinational engineering consulting firm with 5,500 specialists and over 30 years of experience. We are specialized in Digital Systems (IT & Software and Systems Engineering) and Industrial Performance (Quality Assurance, Supply Chain, and Project Management).

Our expertise serves various technological sectors such as the aerospace, defense, rail, and energy industries while providing distinctive support to their development and operations.


Are you an experienced Service Delivery Manager?

If your answer is yes, it’s your lucky day as we are looking for a dynamic and talented person to join our team in the US


What will your role be?

The Service Delivery Manager is responsible for overseeing the delivery of IT services to clients, ensuring that service level agreements (SLAs) are met or exceeded. This role involves monitoring service performance metrics and key performance indicators (KPIs), identifying trends, and implementing improvements to enhance service quality and customer satisfaction. The Service Delivery Manager works closely with internal teams, including support, operations, and project management, to coordinate service delivery activities and resolve issues.


Activities:

  • Oversee the delivery of IT services to clients, ensuring adherence to SLAs
  • Monitor service performance metrics and KPIs, identifying trends and improvement areas
  • Collaborate with internal teams (support, operations, project management) to coordinate service delivery activities and resolve issues
  • Identify and drive opportunities for service improvement and efficiency gains.
  • Lead or participate in service improvement projects, implementing process enhancements and automation
  • Conduct regular service reviews with users to gather feedback and assess satisfaction levels
  • Proactively identify and mitigate risks to service delivery, ensuring continuity of operations
  • Manage escalations from clients or internal teams, ensuring timely resolution and effective communication
  • Implement strategies to minimize the impact of service disruptions for clients


What skills and qualifications are we looking for?

  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience)
  • Proven experience in a similar role, with a strong background in IT service management and support
  • Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team of professionals
  • Strong analytical and problem-solving abilities, focused on continuous improvement and delivering results
  • Exceptional communication and interpersonal skills, capable of interacting effectively with stakeholders at all organizational levels
  • ITIL certification preferred


Why join us?

  • To acquire experience in different critical industries and projects while working for the same company
  • To have a competitive salary and a great benefits package
  • To access trainings that focus on expanding your knowledge while staying up to date with cutting edge technologies and best practices
  • To have a clear career development plan that suits your goals
  • To have the possibility of working abroad through our mobility program thanks to our international presence
  • To join a dynamic, specialized and fast-growing group where communication is key and where every team member is valued
  • To be part of a team where having fun is essential

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