IT Service Delivery Manager (M/F)

About the job

Meanquest is an IT services company founded in 1995 that now has more than a hundred people.

Based in Ecublens, Meyrin and Givisiez, it deploys its expertise in five key areas: infrastructure, support, Cloud solutions, security and recruitment.

An IT company like ours relies on the commitment and know-how of its talents to provide quality customer service.

We support our teams in their development by offering great career prospects and provide them with a pleasant working environment based on autonomy.

We regularly look for profiles eager to get involved in the development of our company.

As part of strengthening our teams, we are looking for a

IT Service Delivery Manager (M/F)

Responsibilities: 
 

Attached to the Customer Success team, you ensure the quality of the services delivered, compliance with contractual commitments and you ensure the satisfaction of our clients.

• Ensure the quality and performance of services delivered to our key account clients
• Monitor, analyse and report on service performance (SLA, SLR, OLA, KPI and action plans)
• Organise and lead steering committees (CoPil) with operational managers
• Identify operational risks and implement continuous improvements at the service level
• Ensure the delivery of our teams and the management of major incidents (P1)
• Manage problem handling (recurring incidents)
• Participate in and support the various internal entities for the development or updating of the different elements of the service contract
• Be the preferred operational contact and build a relationship of trust with the client
• Understand the client’s business challenges and translate them into service requirements
• Ensure compliance with priorities and commitments made to the client
• Manage sensitive situations and client complaints
• Ensure the management and onboarding of new clients

Profile sought :

• Holder of a degree in Computer Science
• Minimum 5 years’ experience in a similar position including significant experience with key account clients
• Good knowledge of ITIL fundamentals (certification is a plus)
• Ability to mobilise, coordinate and manage technical teams and support teams
• Proactive in continuous service quality improvement
• Strong customer service orientation and excellent interpersonal skills
• Organisation, rigour, resilience and ability to manage crisis situations
• Ability to find compromises between different stakeholders
• Ability to summarise and simplify technical topics
• Knowledge of the IT sector in Switzerland
• Professional English required, both written and spoken
• Business travel in the cantons of Geneva and Vaud.

Why apply ?

• A dynamic and committed team
• Great opportunities for professional development and continuous training
• Pleasant and friendly premises
• A lively company life with regular internal events
• Possibility of remote working

Interested in this opportunity? Do not hesitate to apply and come join us!

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Sector: IT / Information Technology

Position: IT / Technology

Salary:

Type of employment: Permanent position