Job Title : Service Desk Manager / Service Delivery Manager
Localisation : Canton de Vaud
Activity rate : 100%
Starting date : April 2025
Job purpose:
Our client is seeking a highly skilled and experienced Service Desk Manager / Service Delivery Manager ("Consultant") to lead an IT support team and ensure the seamless delivery of IT services.
Main Goals:
The ideal candidate will be responsible for overseeing service desk operations, managing service delivery processes, and ensuring high levels of customer satisfaction. This role involves continuous improvement of IT support services, implementing best practices, and aligning IT services with business needs. The Consultant will report to a senior ICT corporate and event support expert.
Activity:
Service Desk Management: Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of incidents and service requests.
Service Delivery: Ensure the delivery of high-quality IT services in accordance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Team Leadership: Manage and mentor the service desk team, providing guidance, training, and performance evaluations to ensure continuous improvement and professional growth.
Incident & Problem Management: Develop and implement incident and problem management processes to minimize service disruptions and improve IT service availability.
Process Improvement: Continuously analyze service performance and implement improvements to optimize service desk efficiency and customer satisfaction.
Stakeholder Engagement: Collaborate with internal teams, vendors, and business stakeholders to ensure alignment of IT services with business needs.
Reporting & Metrics: Monitor and report on service desk performance, identifying trends and areas for improvement.
ITIL Best Practices: Implement and maintain ITIL-based frameworks for service management, ensuring compliance with industry standards.
Technology & Tools Management: Oversee the selection, implementation, and optimization of service management tools and technologies.
User Experience & Satisfaction: Proactively seek user feedback and drive initiatives to enhance user experience and satisfaction with IT services.
Budget & Resource Management: Manage budgets and resources efficiently to ensure cost-effective IT service delivery.
Education:
Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
Experience: 5+ years of experience in IT service management, with at least 2 years in a managerial or leadership role.
Certifications: ITIL certification (Foundation or higher) is preferred.
Technical Skills: Strong understanding of IT service management frameworks, ticketing systems, and service desk operations.
Leadership Skills: Proven ability to lead and motivate teams, drive performance improvements, and manage stakeholder relationships.
Problem-Solving: Excellent analytical and troubleshooting skills with a proactive approach to resolving issues.
Communication: Strong verbal and written communication skills, with the ability to effectively communicate technical information to non-technical users.
Customer Focus: A commitment to providing excellent customer service and continuously improving user satisfaction.
Experience & Knowledge:
Experience with ITSM tools such as ServiceNow, Jira Service Desk, or similar platforms.
Knowledge of Agile and DevOps methodologies.
Experience managing IT service outsourcing and vendor relationships.
Strong project management skills and familiarity with change management processes.
Personal qualities:
Problem solver
Driven and result oriented
Proactive and autonomous
Detail-orientated
Set of skills:
English > Advanced
French > Advanced
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