Service Delivery Manager

We are looking for an SDM, and the scope of your role will be below • The Service Delivery Manager has a key role in the management and control of the support chain, and guarantees the application and efficiency of the escalation process. • Manages the prioritization of actions according to the SLAs. • Supervises the support teams and acts as the central point for all internal and external support teams, coordinating the actions of the various escalation groups. • Supports the Incident Manager and the Problem Manager by controlling incidents, problems and ongoing changes. Organizes meetings with the different application third-party contractors, establishes the reports and follows up on the action plans. • Organizes regular meetings with the team to analyze the previous month's results and decide on corrective or preventive measures where necessary. Presents an action plan to the monthly Steering Committees. • As team leader, is in charge of maintaining and developing the team's skills. Analyses needs, then requests and defines the final training plan. Ensures the motivation of team members. • Relies on the resources of the NEURONES rear base to optimize the services. • Monitoring: manager of the global user support chain. • Works closely with the regional and central teams in Europe to support the 24x7production and integration environment. Technical skills • Degree in Computer Engineering, Computer Science or Information Technology • Experience in Data Integration Technology such as API, ETL, ELT, ESB • Experience with both production support (and Application Maintenance Services) and development activities • ITIL certified • Experience working in Sprint and Agile methodology • Experience in Incident Management and/or Problem Management • Experience performing and coordinating RCA and trend analysis, using established Incident Management techniques • Proven ability to manage a multicultural team of 10 to 20 people in Asia • Fluent English with excellent written and spoken communication skills • Experience in a luxury retail environment is a plus • Strong interpersonal and problem resolution skills, with the ability to lead a team with empathy and assertiveness