Job Description

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