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 employees.

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 seek 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: 
 

Reporting 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.

• Guarantee 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 of 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
• A strong team spirit and cohesion
• A strong commitment to HSE, integrated daily and into the company’s values
• Pleasant, modern and friendly premises
• A company life animated by regular internal events
• A company in constant growth
• Possibility of remote work, maximum 2 days per week.

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

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Sector: IT / Information Technology

Position: IT / Technology

Type of employment: Permanent