Service Delivery Manager (m/f)
Entreprise
Our client is an industrial group based in the north of Luxembourg and operating in several countries. We are looking for a Service Delivery Manager to join the IT department and take the lead on the service management activities.
Poste
Integrated within the IT department (around 15 people), you will act as the point of reference for service management. You will ensure rigorous ITIL management, reduce processing times, and establish a robust knowledge base to make resolution “automatic and efficient.”
- You will be the owner of the ticket lifecycle (incidents, problems, changes) and reduce processing times. This means that you will supervise and optimize the ticketing system by leading the support teams. You will manage of 2 people (internal staff based in France and UK) and an additional team of external resources.
- You also define and monitor performance indicators related to ticket processing.
- You take the lead on structuring the process documentation in Confluence and SharePoint to speed up ticket resolution.
- You will also work on the implementation of AI-based solutions to automate document searches and facilitate resolution.
- You train and raise awareness among internal teams on the use of processes and documentation.
- At the end you play a central role as a “ticket hunter,” quickly eliminating recurring bottlenecks through continuous improvement.
- Of course, you ensure the application of ITIL best practices and related governance.
Profil
- Deep understanding of ITIL principles (incidents, problems, and changes) and relevant experience in ticket management and optimization of support workflows.
- Degree in Information Systems, Service Management, or a related field.
- Proficient in collaboration and documentation platforms, including Confluence and SharePoint.
- Familiarity with AI-driven solutions for support and knowledge management.
- Highly results-oriented, with exceptional attention to detail and a data-driven approach to performance measurement.
- Demonstrated leadership and team management Confident and assertive communicator, able to engage effectively with executive-level stakeholders.
- Excellent communication and reporting skills, capable of clearly summarizing progress and next steps.
- Strong ability to build and manage relationships with external partners, including contracting and vendor management.
- Driven by continuous improvement and a relentless problem-solving
- Fluent in French and English; proficiency in German or Spanish is a plus.
- Willingness to travel in Europe up to 40%.
For a first confidential discussion or more information, please contact Nicolas Hurlin on +352 26 29 45 20.
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