Service Delivery Manager

Job description: Purpose This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions. Key Missions Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes Monitors customer service KPIs and maintenance budget, and drives associated action plans Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers) Ensures adequate communication with customer and internal stakeholders through meetings and reporting Proposes improvements to maintenance strategy throughout the life of the contract Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders Understands technical specification and client requirements, and solution architecture Defines strategy and manages maintenance activities for simple solutions Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer Prepares and communicates Supports Activities Reports Presents results to customer Profile & Other Information 5–10 years of IT infrastructure/service management experience ITIL certification (often preferred or required) Experience managing enterprise customers Strong communication and stakeholder management skills Familiarity with managed services environments Experience handling regional or government projects is advantageous