Senior Service Delivery Manager - REMOTE

Jobgether

3d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Service Delivery Manager - REMOTE. In this role, you will be the primary point of contact for client support, ensuring the efficient handling and resolution of support requests. You will focus on maintaining service levels in accordance with client contracts while fostering strong relationships. This position is essential for delivering exceptional customer satisfaction and contributing to continuous improvement. You will play a key role in periodic reviews with clients to share insights and enhance service delivery.

Requirements

Minimum of 7 years of experience in Information Technology.
At least 3 years in service or project management.
Proven experience in SAP consulting in at least one module.
Excellent interpersonal skills for collaborative teamwork.
Strong analytical and problem-solving abilities.
Fluency in both French and English.

Responsibilities

Manage day-to-day operations for multiple Application Management Services (AMS) clients.
Act as the first line of support for customer incidents.
Coordinate ticket assignments with consultants for effective support management.
Monitor and follow up on slow-moving tickets to ensure resolution.
Maintain accuracy in ticket management processes.
Attend and chair departmental meetings on a rotational basis.
Manage internal documentation and master data.
Facilitate regular customer meetings to update on ticket statuses.
Prepare management reports and supporting documentation.