IT Service Delivery Manager

IT Service Delivery Manager (M/F) Meanquest is an ESN created in 1995 which today has more than one hundred people. 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 accompany our teams in their evolution by proposing 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 strengthening of our teams, we are looking for a IT Service Delivery Manager (M/F) Missions: Reporting to the Customer Success team, you guarantee the quality of the services delivered, compliance with contractual engagements and you ensure the satisfaction of our clients. Guarantee the quality and performance of the services delivered to our key accounts clients 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 for the elaboration or the update 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 compliance with 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 Computer Science Minimum 5 years of experience in a similar position including significant experience with key accounts clients Good knowledge of ITIL fundamentals (certification a plus) Aptitude 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 capacity to manage crisis situations Capacity to find compromises between different stakeholders Capacity to synthesize and popularize technical subjects Knowledge of the IT world in Switzerland Professional English required, both written and oral Business travel in the cantons of Genève and Vaud. Why apply? A dynamic and committed team Beautiful opportunities for professional development and continuous training Pleasant and convivial premises A lively corporate life with regular internal events Possibility of teleworking Is this opportunity interesting to you? Do not hesitate to apply and come join us! #LI-EF Sector: IT / Informationstechnologie Position: IT / Technologie RAL: Employment type: Festanstellung jpida6c3883jm jpit0835jm jpiy26jm