The Service Delivery Manager ensures the quality, performance, and continuity of IT services delivered to internal and external clients. They oversee the management of service commitments (SLA, OLA, UPC), client relationship management, coordination of RUN operations, as well as the complete governance of ITSM processes.

They play a central role in:

maintaining client satisfaction, providing a cross-functional vision of the service, ensuring operational consistency, continuous improvement, escalation and qualification of new needs, structuring the service catalog, producing clear and reliable operational reporting.**

A. Client Relationship & Satisfaction

• Manage the client relationship and ensure a high level of satisfaction.
• Lead the governance framework: SLA/OLA/UPC, committees, reporting, action plans.
• Ensure clear communication of commitments, decisions, and priorities.

B. Supervision of Operations & Performance

• Monitor all ITSM processes: incidents, problems, requests, changes, releases.
• Ensure smooth operations and proper handling of activities across functions.
• Monitor quality, trends, and operational performance via dashboards.

C. Continuous Improvement

• Identify optimization levers and propose improvement actions in collaboration with the PLAN.
• Challenge practices and contribute to the evolution of processes and services.

D. Client Needs & Service Evolution

• Identify, qualify, and escalate new client needs via the Service Manager (Plan).
• Actively contribute to the development of services.

E. Governance & Reporting

• Act as the SPOC for overall service follow-up.
• Produce and present monthly internal and client reporting (indicators, analyses, actions).

F. Resources, Budget & Contracts

• Contribute to the development of the budget related to RUN.
• Maintain the service catalog.
• Participate in defining requirements during public contract renewals in collaboration with the Service Manager (PLAN).