About the mission
We are looking for a Service Delivery Manager to act as the pivot between our organization and high-profile clients. The role involves ensuring operational quality, customer satisfaction, and compliance with service level agreements. Candidates should have at least six years of experience in IT Service Delivery Management within a public context.
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Description
As a service delivery manager, you are the pivot between our organization and its "High Profile" clients, meaning strategic clients with specific needs. You are responsible for the operational quality, continuity, and customer satisfaction of the services we provide. You are the primary contact for clients regarding the operational delivery or modification of services and coordinate with internal and external stakeholders to meet the agreed Service Level Agreements (SLAs).
Key Responsibilities
Service coordination and monitoring: You ensure compliance with the agreed Service Level Agreements (SLAs) and ensure that operational performance (KPIs), such as turnaround time and quality, are achieved. You also closely monitor changes in the network.
Customer relationships: You serve as the central point of contact for clients and build sustainable relationships with them. This includes periodic consultations about the services provided and actively managing expectations.
Supplier management: You coordinate with external suppliers and partners regarding service delivery and escalations.
Governance: You build and implement sustainable governance, bridging the gap between clients, the build team, and operational teams.
Process optimization: You analyze incidents, identify bottlenecks, and work on implementing improvements.
Reporting: You monitor performance and prepare periodic reports on the quality and performance of the services provided, communicating these to both clients and internal management.
Profile
You have at least 6 years of experience in IT Service Delivery Management in a public context, preferably within the federal administration.
You have experience with ITIL processes (ITIL v3/v4 certification is a plus).
You have a good knowledge of project methodologies (such as PRINCE2).
You have experience in stakeholder management at various levels, including clients and suppliers.
You have an affinity for IT (network).
You possess strong organizational and planning skills, allowing you to maintain an overview and set priorities.
You have excellent negotiation and networking skills to communicate clearly, diplomatically, and effectively with clients.
You can work with large amounts of data to spot trends and analyze structural problems.
You can motivate and coach people, fostering a culture of continuous feedback.
You communicate fluently in French and English.
You are available immediately.
Additional Info
Duration: 01/07/2026 - 31/12/2026
Daily rate: 875,00€
What you'll do
- Ensure compliance with the agreed Service Level Agreements (SLAs)
- Monitor operational performance (KPIs) such as turnaround time and quality
- Serve as the central point of contact for clients and build sustainable relationships
- Coordinate with external suppliers and partners regarding service delivery and escalations
- Build and implement sustainable governance
- Analyze incidents and identify bottlenecks for improvements
- Monitor performance and prepare periodic reports on service quality and performance
What we're looking for
- At least 6 years of experience in IT Service Delivery Management in a public context, preferably within the federal administration
- Experience with ITIL processes (ITIL v3/v4 certification is a plus)
- Good knowledge of project methodologies (such as PRINCE2)
- Experience in stakeholder management at various levels, including clients and suppliers
- Affinity with IT (network)
- Strong organizational and planning skills
- Excellent negotiation and networking skills
- Ability to work with large amounts of data to identify trends and analyze structural problems
- Ability to motivate and coach people
- Fluency in French and English
- Immediate availability
Skills
- ITIL
- PRINCE2