Service Delivery Manager

2 days ago

Cairo, Cairo, Egypt Intelcia IT Solutions Full time 60,000 - 120,000 per year

Rejoins notre Team
en Egypte et transforme l'avenir de l'IT avec nous

Intelcia IT Solutions est un acteur de référence de l'outsourcing IT et de la transformation digitale. Forts d'une expertise de plus de 20 ans, nous intervenons aujourd'hui dans 5 domaines stratégiques : Infrastructures, Cloud, Solutions Applicatives, Cybersécurité, Data et IA.

Avec une équipe dynamique de plus de 800 collaborateurs, nous aidons les entreprises et les institutions publiques à relever leurs défis technologiques grâce à nos centres de services en France, au Maroc et au Cameroun. Notre mission est de combiner les meilleurs talents avec les dernières technologies de pointe pour proposer des services à forte valeur ajoutée, et qui font la différence.

Passionné(e) d'IT et d'innovation ? Ta prochaine aventure commence ici

Mission principale :

Être responsable de l'exécution globale du service : relation client, performance SLA, plan d'amélioration continue.

Responsabilités :

  • Point de contact principal du client,
  • Suivi global de la performance (SLA, CSAT, volumétrie, backlog, tendances).
  • Préparation et animation des comités de pilotage (mensuels, trimestriels).
  • Élaboration et suivi des plans d'actions d'amélioration continue.
  • Coordination avec les autres fonctions (RH, WFM, IT interne, sécurité, etc.).
  • Gestion des risques opérationnels et plans de continuité.
  • Contribution à la gestion financière (suivi ETP, productivité, conformité au contrat).

Profil & compétences :

  • 5+ ans d'expérience en delivery management / service management.
  • Maîtrise d'ITIL, expérience en environnements 24/7 et grands comptes.
  • Excellentes compétences de communication (français impératif, anglais professionnel souhaité).

Nous offrons :

  • Un environnement de travail collaboratif et dynamique,
  • Une formation continue et développement de carrière en interne,
  • Une rémunération compétitive avec des avantage sociaux.

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