Job offer : Service Delivery Manager (M/F)

We are supporting, as part of a confidential recruitment process, a leading international group in the search for its future Service Delivery Manager

• Group Applications.

Reporting to the head of a department in charge of the Group's transversal applications, you will be responsible for guaranteeing the service quality of application RUN and managing several application maintenance partners (AMS), in a complex, international, and multi-provider environment.

The position covers in particular the areas of Finance / ERP, Procurement & P2P, Treasury, HR, as well as other transversal Group applications.

Your responsibilities

Managing AMS providers

You ensure the operational and contractual management of several AMS simultaneously

• facilitating service committees and management bodies;

• monitoring SLAs and contractual commitments;

• controlling response and resolution times;

• managing improvement plans;

• handling escalations and service gaps;

• monitoring reversibility, scope changes, and go-lives.

You will be the primary point of contact for suppliers regarding service delivery.

Structuring the service catalog and commitments

You build and evolve a homogeneous service framework for all applications

• defining and maintaining the service catalog;

• constructing SLAs and OLAs;

• formalizing service level agreements;

• clarifying roles and responsibilities between business lines, application teams, and providers;

• harmonizing service levels across different contracts.

Guaranteeing a high-performance support chain

You ensure the consistency of the end-to-end support chain

• organizing the path between users, L1, L2, and AMS;

• defining qualification, priority, and escalation rules;

• coordinating critical incidents;

• facilitating crisis cells;

• communicating with business lines and international teams;

• monitoring post-mortems and corrective actions.

Managing ITSM processes

You are responsible for the main service processes

• Incident Management;

• Problem Management;

• Change Management;

• request management;

• production deployment;

• integrating RUN into new projects.

You ensure in particular that each new application can be taken over under good conditions by the support teams and AMS.

Ensuring the economic management of RUN

In collaboration with application managers, procurement, and management, you

• monitor fixed-price contracts and work units of AMS contracts;

• analyze consumption drifts;

• challenge quotes and additional charges;

• contribute to the construction of the RUN budget;

• provide the necessary elements for renewals and calls for tenders.

Developing continuous improvement

You consolidate service indicators and drive a continuous improvement approach

• SLA compliance;

• critical incident resolution;

• recurring incidents;

• quality of changes;

• user satisfaction;

• cost control;

• service catalog coverage.

You produce consolidated reporting for management, business lines, and international stakeholders.

Your profile

With a Master's degree (engineering school, business school, or equivalent), you ideally have

• 8 to 10 years of experience in operations, production, or application services;

• at least 3 years of experience in managing AMS, outsourcing, or IT suppliers;

• experience in simultaneously managing several service contracts;

• practice in international or multi-country environments.

You master the main ITIL processes, particularly Incident, Problem, Change, and Service Level Management.

You have concrete experience in

• constructing and monitoring SLAs;

• service catalogs and service agreements;

• AMS contracts;

• commitments, penalties, and reversibility;

• ITSM tools;

• service reporting.

Good knowledge of management application environments – ERP, Finance, Procurement, Treasury, or HR, ideally in a SaaS environment – will be a real asset.

Desired qualities

This position requires above all a personality capable of exercising functional authority without direct hierarchical management.

We are looking for a person who is

• structured and rigorous;

• factual and results-oriented;

• capable of challenging providers firmly while maintaining a constructive relationship;

• comfortable in matrix organizations;

• capable of coordinating numerous stakeholders at different levels;

• possessing excellent composure during major incidents;

• clear and concise in their communication.

You are comfortable in professional English, used regularly with country teams and certain partners.

Position environment

The position operates in an international Group environment covering several European countries.

It involves regular interactions with

• application managers;

• business lines;

• Infrastructure and Security teams;

• Service Desk;

• project and architecture teams;

• local IT departments;

• procurement and legal;

• AMS partners and publishers.

Occasional travel in France or abroad is to be expected.

Permanent contract (CDI)

• Executive status.

As the recruitment is conducted confidentially, information regarding the Group and its organization will be communicated to selected candidates during the process.