Description

Position/ Job Title: IT SDM with French language Proficiency

Job Description for the Position:

• We are seeking an experienced IT Service Delivery Manager who is fluent in French to act as the primary point of contact for our clients in French-speaking regions related to deliverables.
• In this critical role, you will be responsible for all client communications and ensuring that their needs are met effectively and efficiently.
• The ideal candidate will have a solid understanding of IT service delivery processes and possess the ability to build and maintain strong client relationships.

Experience:

• 10+ years’ experience, with at least 8+ years in IT Outsourcing and Services.
• Fluent in French (written and spoken) with excellent communication skills; B2 certification or above is preferred.
• Ideal candidate would be expected to have a good understanding of technology in Systems.
• Should have very strong written and oral communication skills in English.
• Ability to work independently with little day to day support – self starters.

Responsibilities:

IT Services Management:

• Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
• Possess experience in working closely with teams to align service strategies with production goals.
• Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.
• Expertized in managing customer relationships, acting as a primary point of contact for service-related issues.
• Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.
• Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.
• Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
• Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
• Good experience in allocation of resources effectively to meet service demands.
• Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
• Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
• Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.
• Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.
• Own the KPIs agreed in the contract.
• Make recommendations on strategies in respect of various technologies.
• Provide the periodical reports and other ad-hoc reports as per the contract to the customer.
• Maintaining disaster recovery and business continuity processes for the customer.
• Build long-term relationship with the customer.
• Deliver continual improvement in service measures and KPIs.
• P&L responsibility, Automation in service delivery, Resource management.
• Value add to customer-YOY by working closely with the in consultation with CoE.
• Overall SLA management – Operation interaction with technologies Lead / Service Owner.
• Overall Customer Satisfaction & Employee satisfaction.

Team Management:

• Motivation of individuals and building team working.
• Employee retention, motivation and training.
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines.
• Development of technical and personal skills for team members.
• Address suitable career development of staff.

Personal Management:

• Demonstrate personal commitment to excellence.
• Work toward continual improvements within the account and recommend improvements in the process.
• This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members.
• Awareness of other companies’ IT functions, especially in the financial sector.
• Deal effectively with outside contacts / vendors.
• Avoid unnecessary conflicts and should know how to escalate issues.
• Should be able to adjust to people, culture, policies and situations.
• Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding.
• Will participate in monthly reviews and governance meetings, coordinate QA, and Audit.

Education:

• Education – Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification.
• Fluent in French (written and spoken) with excellent communication skills; B2 certification or above is preferred.