Talencia Consulting is currently looking for a Run Service Delivery Manager for one of his clients.
Mission
The SDM will be responsible for optimizing IT service management, improving the user experience, and ensuring alignment with the company's strategic objectives.
Responsibilities
IT Service Management: Overseeing the quality of IT services, rigorous monitoring of SLA/OLAs, and implementation of ITSM tools (ServiceNow, IVANTI, BMC, Jira Service Management, etc.)
Continuous Improvement: Identifying areas for improvement, tracking KPIs (resolution time, ticket backlog, satisfaction rate), and reducing critical incidents (P1)
Team Support: Coaching Help Desk and User Support teams, strengthening ITIL skills, and setting up an ITSM knowledge base
ITIL4 Governance: Applying ITIL best practices for incident, change, and IT request management
Communication: Ensuring transparent communication with users during major incidents, releases, or planned interventions
Profile
Experience: 8 to 15 years of experience in IT service management, ideally in complex environments
Technical Skills: Mastery of ITIL4 methodologies, expertise in implementing and optimizing ITSM tools, and knowledge of Digital Workplace challenges
Soft Skills: Leadership, excellent communication skills, results-oriented, and ability to work cross-functionally
Languages: Fluency in French and/or Dutch, with a professional level of English
If you are interested, please send your updated CV.