To reinforce our teams operating the Cloud platforms of our clients, we are looking for a a SDM to support our growth in enterprise managed services.
Your role and responsibilities
In our IT Operations department, you will have several missions:
Service Management:
Be the owner of client contractual relationship.
Management of IT Service Delivery (incident escalations, service requests, changes), including knowledge and skills sharing for multiple clients.
Lead weekly, monthly, quarterly operational and financial performance reviews.
Continuous improvement of services and processes in different ITIL areas (change management, problem management, incident management, etc.)
Creation of strong relationships with other Sword Technologies teams and suppliers in the context of a 24/7 service
Customer Care & reporting :
Produce and deliver internal and external reports for clients.
Identify and respond to customer needs through a systematic approach to continuous improvement and close collaboration.
Participate in internal and client training on the use of online tools.
Participate in writing responses to calls for tenders.
Your profile:
Higher education (Bachelor degree minimum) in any of these areas: technology, computer science, business administration, engineering or performance management.
You have at least 2 years of professional experience as SDM client-facing in service delivery and multi-cultural context.
Very good oral and written communication in English and French (B2 or higher).
Excellent autonom