Service Delivery Manager (F/H/X)

October 3, 2026

Remote

Senior

Levallois-Perret

Worth knowing

English is required

Description

A French IT services company specializing in managed services, infrastructure operations, data center and digital workplace is hiring a Service Delivery Manager for a strategic client mission. The role covers day-to-day governance of managed services: incidents, changes, problems, SLA, escalations and client communication. The manager coordinates technical teams, monitors platform health and dashboards in ServiceNow, tracks risks and improvement plans, and contributes to the service roadmap.

Gender markers in the title: (F/H/X)

In accordance with European anti-discrimination legislation, this job is open to all candidates

Ffemale

Hmale

Xintersex

Responsibilities

Steer daily the quality and continuity of managed services: incidents, changes, problems, SLA, escalations and client communication
Coordinate the various stakeholders and follow up actions, responsibilities and deadlines
Perform platform health checks and analyse alarms, tickets and operational dashboards
Diagnose issues impacting the service and coordinate their resolution with the technical teams
Ensure incidents, requests and operational actions are properly maintained and updated in ServiceNow
Participate in problem and change reviews and identify recurring technical risks
Track KPI, SLA, capacity, risks and continuous improvement plans
Keep runbooks, diagrams, knowledge articles and operational reference documentation up to date
Contribute to service reviews, audits and follow-up of patching, vulnerabilities and infrastructure lifecycle
Identify automation and process optimization opportunities to reduce incidents and recurring manual tasks
Contribute to the service roadmap, staffing needs and training actions

Requirements

Expertise in managed services governance and ITIL process management covering incidents, changes and problems
Mastery of SLA and KPI steering as well as risk and escalation management
Good command of ServiceNow within operational service management
Good knowledge of infrastructure and Cloud environments to communicate effectively with technical teams
Knowledge of security, compliance, patching and vulnerability management issues
Ability to contribute to capacity, infrastructure lifecycle and continuous improvement topics
Awareness of financial issues and management of contract and service value
Excellent communication skills and strong client orientation
Ability to coordinate multiple teams and stakeholders in a complex environment
Operational leadership and ability to drive actions through to resolution
Strong management of priorities, critical situations and escalations
Rigour, autonomy and a strong sense of organisation
Analytical and synthesis mindset with a continuous improvement approach
Significant experience as Service Manager, Service Delivery Manager or equivalent in a managed services environment
Proven experience in operational steering of IT services and application of ITIL processes
Experience in complex infrastructure and/or Cloud environments expected
Experience in direct client relationship and steering of SLA/KPI is essential

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