Service Delivery Manager Support

Description de la mission

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.
Lire la suite