Service Delivery Manager (H/F)

Description

act digital est un groupe international de conseil et d'ingénierie qui accompagne ses clients dans leurs projets de transformation numérique. Présent dans 12 pays et fort de plus de 5 600 collaborateurs, nous mettons nos expertises au service de leurs enjeux en développement logiciel, cybersécurité, data, cloud et IA. Notre ambition : devenir le partenaire technologique de confiance des entreprises les plus innovantes, en concevant et sécurisant des systèmes qui renforcent leur performance et leur résilience. Rejoindre act digital France, c'est intégrer une organisation agile et engagée, qui fait avancer les projets avec ses clients pour transformer les idées en résultats concrets, avec pragmatisme et exigence. Le poste : 1 Context AXA Group Operation/Cyber Defense is looking for an expertise to able driving and facilitate the exchange with the client and the delivery Team on different security product. The Service Officer will be handling the Product catalog, the Incident/Change Management process, the BAU document and more. 3 Deliverables: - Drive to Service level agreements (SLAs) and performance metrics reports - Expertise to management documentation - Process improvement plans and implementation reports - Expertise to Risk assessment and mitigation strategies - Drive to Documentations for Onboarding Process - Drive to Documentation for product Catalog Profil recherché : 2 Scope of Services - Expertise to ensure effective and efficient delivery of company's services to clients or customers - Drive to service delivery processes and workflows - Service with internal teams to meet service level agreements - Service with client communications and escalations - Expertise to continuously improve service delivery performance - Expertise to provide leadership and support to the service delivery team - Expertise to monitor and report on service delivery metrics and KPIs - Expertise to develop and maintain strong client relationships - Expertise to stay updated