Everience Romania
Everience Romania is a business facilitation provider focused on enhancing digital use within organizations to boost efficiency. The company offers solutions to modernize support functions, improve user satisfaction, and leverage innovations for a better digital employee experience. Everience aims to optimize IT costs, enhance productivity, and manage IT assets effectively while providing seamless cross-channel experiences. Their services include consulting, user experience enhancement, and IT asset management, all designed to create an agile, personalized, and secure work environment.
customer support • B2B business services • IT Customer Support • Customer Services
Service Delivery Manager - IT
March 25
Everience Romania
Everience Romania is a business facilitation provider focused on enhancing digital use within organizations to boost efficiency. The company offers solutions to modernize support functions, improve user satisfaction, and leverage innovations for a better digital employee experience. Everience aims to optimize IT costs, enhance productivity, and manage IT assets effectively while providing seamless cross-channel experiences. Their services include consulting, user experience enhancement, and IT asset management, all designed to create an agile, personalized, and secure work environment.
customer support • B2B business services • IT Customer Support • Customer Services
📋 Description
• Dans le cadre de son expansion, HELPLINE recrute un Service Delivery Manager pour un de ses clients grands comptes, dans le secteur bancaire (une des principales et plus anciennes banques françaises) • Directement rattaché au directeur des opérations, vous organisez et pilotez une infogérance dans le support informatique • Vous optimisez et animez la relation et la satisfaction des clients dans une logique d’amélioration continue du service • Vous concevez l’organisation, assurez les transitions, pilotez l'activité des prestataires, pilotez les projets et la production des équipes de services support à l’utilisateur et à l’entreprise (desk, proximité, ingénierie poste de travail, production…) sur un périmètre multi-clients et multi-activités • Vous garantissez et pilotez l’atteinte des objectifs de production et des objectifs financiers du contrat (gestion du P&L, SLR, SLA...) • Vous mettez en place un dispositif de pilotage du SI (anticipation et gestion de la charge, suivi de tableaux de bord…) • Vous veillez à la prise en compte des événements pouvant impacter le contrat de services (risques qualitatifs, budgétaires, contractuels et de planning) • Vous analysez et évaluez les résultats des indicateurs et proposez des plans d’actions ; vous gérez les contrôles, tests et diagnostics • Vous encadrez et accompagnez les Delivery Managers et l’ensemble des collaborateurs de votre périmètre dans l’atteinte de leurs objectifs et relayez la politique RH de l’entreprise • Vous optimisez et animez la relation client dans une logique d’amélioration continue du service et participez au foisonnement sur votre périmètre à travers le déploiement des offres de service HELPLINE.
🎯 Requirements
• Un anglais conversationnel est demandé pour ce poste (contexte international) • Vous maîtrisez le référentiel de bonnes pratiques ITIL et les techniques de management • Votre sens du service client, vos qualités de leadership, de communication, d’analyse et de rigueur, alliées à votre capacité à proposer des solutions seront les moteurs de votre réussite • La gestion de la performance, les qualités relationnelles représentent autant d'atouts nécessaires à la maîtrise de votre rôle
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