ABAKUS IT-Solutions – Service Delivery Manager Support
ABAKUS IT Solutions is looking for a dedicated and dynamic Service Delivery Manager Support to join our team and help us maintain our high standards of customer service and project management. As a Service Delivery Manager Support, you will be responsible for overseeing service delivery, ensuring compliance with all service level agreements (SLAs), and maintaining strong relationships with stakeholders. This role requires a proactive individual with excellent communication skills and a solid background in project and service management.
Main responsibilities
Customer service and support
Act as first-line customer support/helpdesk
Manage the shared mailbox, sort emails, and respond promptly
Assign tasks to team members as needed and ensure timely follow-up
Stakeholder engagement
Develop and maintain strong relationships with stakeholders
Serve as the main point of contact
Contribute to engagement activities such as conferences, workshops, and meetings
Develop and maintain personas and stakeholder journey mapping
Service delivery management
Support daily processing of the EBA, including purchase and travel requests
Monitor downloads and budget execution
Produce and generate reports, support the creation and maintenance of dashboards
Participate in weekly service delivery coordination meetings and daily update meetings
Data accuracy and control
Regularly verify data accuracy in the training management system
Take corrective actions in case of data inaccuracies or tool malfunctions
Continuous improvement
Research and propose improvements for the efficiency and effectiveness of service delivery
Support standardization and automation initiatives
Required qualifications
A NATO Secret security clearance
A bachelor’s degree in a relevant field is required, with at least 2 years of experience, or over 6 years of relevant experience without a degree
Proven experience in service or project management, preferably in a training environment
A recognized project management certification, such as Prince2 or PMP, is required, although equivalent experience may also be considered
Proficiency in English, both written and spoken—an equivalent C1/Advanced level according to the Common European Framework of Reference for Languages
Excellent skills in Microsoft Office, especially advanced Excel
Strong analytical skills and experience with Business Intelligence tools like PowerBI
Excellent communication and relationship management skills
Experience in Agile project management and business development
Experience working with NATO agencies or in an international environment is highly desirable
Knowledge of NCI agency processes and tools, such as ServiceNow, EBA, and TMS
Familiarity with Lean Six Sigma principles and design thinking is a plus
Why join us
At ABAKUS IT Solutions, we value innovation, teamwork, and commitment to excellence. We offer a dynamic work environment, opportunities for professional development, and the chance to make a significant impact in the IT services sector.
Join our team at ABAKUS IT Solutions as a Service Delivery Manager Support and take the lead in delivering exceptional customer support while fostering a culture of continuous improvement. Apply today to make a real impact!
Description société
ABAKUS IT-SOLUTIONS – Intégrateur de services informatiques créé en 1991, nous nous positionnons comme fournisseur du confort informatique pour les petites et moyennes structures. Nous disposons à cet effet d’une offre de services « packagés » et d’un service desk personnalisé.
Pour les organisations de taille plus importante, nous sommes également actifs dans la mise à disposition de ressources , la réalisation de projets (opérationnels et de développements), la fourniture et la mise en œuvre de matériel informatique (Serveurs, unités de stockage, PC, imprimantes …), et le conseil.
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FeelanceDay, date création entreprise 12-05-2017 - Il y a 7 ans, forme juridique : SARL unipersonnelle, noms commerciaux REESK DIGITAL SOLUTION, adresse postale 28 RUE DE LONDRES 75009 PARIS, numéro SIREN : 829739622, numéro SIRET (siège) : 2973962200019, numéro TVA Intracommunautaire : FR28829739622, numéro RCS Paris B 829 739 622, activité (Code NAF ou APE), edition de logiciels applicatifs (5829C)