IT Service Delivery Manager

--- base: meta-keywords: meta-viewport: width=device-width, title: IT Service Delivery Manager (M/F) --- IT Service Delivery Manager (M/F) ================================= Meanquest is an ESN created in 1995 which today has more than one hundred female and male employees. Based in Ecublens, Meyrin and Givisiez, it deploys its expertise in five key areas: infrastructure, support, Cloud solutions, security and recruitment. An IT company like ours relies on the commitment and know-how of its talents to offer quality customer service. We support our teams in their evolution by offering beautiful career perspectives and we offer them a pleasant working environment based on autonomy. We regularly look for profiles eager to get involved in the development of our company. As part of the reinforcement of our teams, we are looking for an IT Service Delivery Manager (M/F)Missions: Reporting to the Customer Success team, you guarantee the quality of the services delivered, respect for contractual commitments and you ensure the satisfaction of our customers. * Guarantee the quality and performance of the services delivered to our key accounts * Monitor, analyze and report the performance of services (SLA, SLR, OLA, KPI and action plans) * Organize and lead steering committees (CoPil) with operational managers * Identify operational risks and implement continuous improvements at the service level * Ensure the delivery of our teams and the management of major incidents (P1) * Manage the processing of problems (recurring incidents) * Participate, support the different internal entities in the development or updating of the different elements of the service contract * Be the preferred operational interlocutor and build a relationship of trust with the client * Understand the client's business challenges and translate them into service requirements * Ensure respect for priorities and commitments made to the client * Manage sensitive situations and client complaints * Ensure the management and onboarding of new clients Profile sought: * Holder of a degree in IT * Minimum 5 years of experience in a similar position including significant experience with key accounts * Good knowledge of ITIL fundamentals (certification a plus) * Ability to mobilize, coordinate and manage technical teams and support teams * Proactive in proposing continuous improvement of service quality * Strong sense of customer service and excellent interpersonal skills * Organization, rigor, resilience and ability to manage crisis situations * Ability to find compromises between different stakeholders * Ability to synthesize and popularize technical subjects * Knowledge of the IT world in Switzerland * Professional English required, both written and spoken * Business travel in the cantons of Geneva and Vaud. Why apply? * A dynamic and committed team * A strong team spirit and cohesion * A strong commitment to CSR, integrated into daily life and company values * Pleasant, modern and convivial premises * A company life animated by regular internal events * A constantly growing company * Possibility of teleworking, maximum 2 days per week. Is this opportunity interesting to you? Do not hesitate to apply and come join us! #LI-EF Sector: IT / Information technology Position: IT / Technology Employment type: Festanstellung Meanquest SA * Meanquest SA Chemin du Dévent 7 1024 Ecublens VD * [ ](< >) jpida6c3883jm jpit0940jm jpiy26jm