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title: "Service Delivery Manager (M/F) · Paris | Actual group"
description: "We are supporting, as part of a confidential recruitment process, a leading international group in the search for its future Service Delivery Manager Grou…"
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  "og:title": "Service Delivery Manager (M/F)"
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# Job offer :** Service Delivery Manager (M/F)**

Permanent contractParis, 75000Hybrid

## **Actual Talent**

[**08 11 36 94 40**](tel:0811369440)

[All the agency's jobs](https://www.actualgroup.com/en/jobs?recruiterCode=TTAT)

## **The role**

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.

### **Want to join the adventure?**

Apply without waiting!

## **Apply for this job**

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