Job offer : Service Delivery Manager (SDM) - Interim Manager (M/F)
The role
We are supporting an international group as part of an Interim Management mission aimed at securing and structuring the RUN of its cross-functional Group applications.
In a multi-country and multi-provider environment, the Interim Manager will act as Group Applications Service Delivery Manager, with the responsibility of ensuring service quality, structuring the governance of AMS (Application Management Services), and strengthening the control of service commitments.
1. The challenges of the mission
The scope covers several strategic application domains: Finance / ERP, Procurement & P2P, Treasury, HR, and other cross-functional Group applications.The mission takes place in a context where several AMS coexist, with different contracts, service levels, and management practices.
The objective will be to bring the Service Delivery framework under control and harmonize it, while ensuring operational continuity.
2. Your main responsibilitiesSecuring the management of AMS
Take charge of the governance of the various AMS providers.
Facilitate operational committees, service reviews, and steering bodies.
Monitor and challenge contractual commitments: SLAs, deadlines, quality of deliverables.
Identify gaps and implement the necessary improvement plans.
Support scope changes, transfers, and reversibility.
Structuring the service model
Formalize and harmonize the service catalog.
Define or make reliable the SLAs, OLAs, and service agreements.
Clarify responsibilities between business lines, Application Owners, IT teams, and providers.
Homogenize criticality, escalation, and processing rules.
Making the support chain reliable
Structure the end-to-end operation between users, L1, L2, and AMS.
Define qualification, prioritization, and escalation rules.
Manage major incidents and crisis cells.
Organize post-mortems and follow up on corrective action plans.
Strengthening ITSM processes
Manage Incident, Problem, Change, and Request Management processes.
Coordinate production releases with AMS, software vendors, and internal teams.
Secure the transition of projects to RUN.
Improve the handling of recurring incidents and root causes.
Driving economic and contractual performance
Monitor the consumption of AMS contracts and units of work.
Challenge additional charges and quotes.
Contribute to the monitoring of the RUN budget.
Prepare the necessary elements for renewals, amendments, or future calls for tenders.
Installing a continuous improvement dynamic
Build consolidated multi-AMS reporting.
Define and monitor performance KPIs.
Implement a continuous improvement plan.
Measure service quality and the satisfaction of business lines and countries.
3. Profile soughtWe are looking for an experienced Interim Manager in Service Delivery / Service Management, capable of being quickly operational in a complex environment.
You ideally have significant experience
In managing AMS or application outsourcing;
In governing multiple suppliers or service contracts;
In managing SLAs / OLAs and ITIL processes;
In managing major incidents and crisis situations;
In economic and contractual management of the RUN;
In an international and matrix environment.
Experience with large ERP, Finance, Procurement, Treasury, or HR application environments will be a real asset.
Professional proficiency in English is essential.
The Manager profile sought
Beyond technical and methodological expertise, we are looking for a manager capable of
Quickly assessing an existing environment;
Making a factual diagnosis;
Prioritizing high-impact actions;
Structuring without adding complexity;
Challenging suppliers firmly;
Bringing stakeholders together without hierarchical links;
Managing sensitive or degraded situations;
Durably transferring the practices and tools implemented.
4. Purpose of the mission
Immediately secure the RUN while building a homogeneous, measurable, and sustainable Service Delivery model at the Group level.
Want to join the adventure?
Apply without waiting!
