Service Delivery Manager

vor 7 Monaten


Geneve, Schweiz ilem Group Vollzeit

Avec plus de 200 collaborateurs, le Groupe ilem est une importante SSII en Suisse Romande.

ilem est spécialisée dans la gestion, la réalisation et l’optimisation des systèmes d’information des entreprises, garantit des prestations de qualité, apporte une expertise technologique, conçoit et développe des solutions innovantes implémentées en Suisse, en France et au Maroc.

Fondée sur des valeurs humaines fortes (Respect - Simplicité - Confiance - Qualité de Service - Ouverture d’Esprit) la stratégie d’ilem repose sur l’établissement d’un partenariat à long terme avec ses Clients et ses Collaborateurs.

Dans le cadre d’une mission longue durée pour l’un de nos clients genevois, nous recherchons un(e)

**Service Delivery Manager H/F**

**Description de la mission**:
Incident Management:

- Coordonner la gestion des incidents majeurs ;
- Assurer la communication sur incident majeur à destination des utilisateurs finaux ;
- Communiquer des points de suivi régulier sur incident majeur à destination des équipes IT ;
- Classifier la priorité et les responsabilités des incidents avec les correspondants IT ;
- Rédiger et communiquer les Post Incident Reports sur incident majeur ;
- Challenger les actions post incident à suivre dans le cadre du Problem Management ;
- Piloter, reporter et améliorer la gestion des incidents.

Problem Management:

- Identifier les incidents récurrents et les problèmes potentiels ;
- Assigner chaque problème à un Problem Owner ;
- Coordonner les meetings réguliers pour le suivi et la résolution des problèmes ;
- Suivre le portefeuille des problèmes majeurs ;
- Piloter, reporter et améliorer la gestion des problèmes.

Change Management:

- Gérer les demandes de changement en s’assurant qu’elle respecte les directives de notre client ;
- Accompagner les équipes IT dans le processus de gestion des changements opérationnels ;
- Contrôler les demandes de changement en production ;
- S’assurer de l’impact et du risque de tout changement sur le niveau de service ;
- Gérer les conflits de changements planifiés en production ;
- Préparer et animer les CAB meetings ;
- Piloter, reporter et améliorer la gestion des changements.

Coordination des opérations majeures en production:

- Gérer le calendrier global des changements majeurs ;
- Gérer les conflits de changements majeurs planifiés en production ;
- Préparer les opérations majeures d’infrastructure ;
- Définir une roadmap intégrant l’ensemble des jalons des opérations d’infrastructure en lien avec les IT Métiers ;
- Coordonner les opérations majeures en production ;
- Réaliser un retour d’expérience suite à ces opérations majeures sur la production IT.

**Compétences souhaitées**:
Compétences professionnelles:

- Maîtrise des bonnes pratiques ITIL ;
- Maitrise du suivi d’une production IT bancaire ;
- Aisance sur les outils bureautiques Microsoft.

Compétences techniques:

- Bonnes connaissances des concepts de traitements de production applicative dans un milieu bancaire et de leurs contraintes ;
- Connaissance des outils d’industrialisation et d’automatisation d’une production IT ;
- Connaissance générale des architectures techniques sous-jacentes à la production IT.

Compétences relationnelles:

- Capacité à communiquer ;
- Capacité à travailler en équipe ;
- Capacité à rendre compte et informer ;
- Capacité à écouter et prendre en compte les besoins d’un client ;
- Capacité à synthétiser les informations, reformuler/rédiger ;
- Capacité d’organisation ;
- Leadership ;
- Sensibilisation à la sécurité informatique dans un contexte bancaire.

**Expérience souhaitée**:

- Expérience significative au sein d’une équipe de Service Delivery Management (6 ans minimum) ;
- Bonnes pratiques ITIL.

**Compétences linguistiques**:

- Français **:Courant**
- Anglais **:Bon niveau**

Début de mission **:ASAP**

Lieu **:Genève**

6+ years


  • Service Delivery Manager

    vor 7 Monaten


    Geneve, Schweiz Experis Vollzeit

    Service Delivery Manager ProjectManager #DeliveryManager #Banque #Experis #recrutement #lausanne #greatopportunity #it Experis IT est l'agence de recrutement informatique leader en Europe. Opérant dans plus de 50 pays et ayant des bureaux à Zurich, Bâle, Genève et Lausanne, nous exploiterons notre vaste réseau de clients pour vous aider à développer...

  • Service Delivery Manager

    vor 7 Monaten


    Geneve, Schweiz Experis Vollzeit

    **Service Delivery Manager** Experis IT est l'agence de recrutement informatique leader en Europe. Opérant dans plus de 50 pays et ayant des bureaux à Zurich, Bâle, Genève et Lausanne, nous exploiterons notre vaste réseau de clients pour vous aider à développer et accélérer votre carrière en Suisse. Nous sommes à la recherche d'une personne...


  • Geneve, Schweiz easyJet Vollzeit

    The Role - Service Delivery Team Lead (Switzerland) As the Service Delivery Team Lead you will be reporting to the Service Delivery Manager (Corporate), you will be responsible for Service Management of IT Services used in support of Swiss business operations. You will be responsible for managing services, policies, processes & documentation in line with...


  • Geneve, Schweiz Talentor Sweden AB Vollzeit

    overseeing the customer delivery of all company equipment & solutions. - logistic & supply chain related activities, building strong relationships - manage external partners & suppliers on both national & international - interface closely with manufacturing, sales & service teams in all countries to ensure highest customer standards. - developing and...


  • Geneve, Schweiz Barclays Vollzeit

    About Investment Platform Delivery The team is responsible for the delivery of client and colleague services on the Private Bank Switzerland platform within the Private Bank & Wealth Management division of Barclays. Built around a defined set of services, the team drives end-to-end standards, quality and resilience in order to provide an exceptional client...

  • ERP Delivery Manager

    vor 7 Monaten


    Geneve, Schweiz LHH Vollzeit

    For one of our clients in Geneva, we are recruiting an ERP Delivery Manager for a long-term mission who is open-minded and client-oriented, is passionate about his work, who believes in success and has a strong team spirit. Are you looking for you next challenging position? This opportunity is for you! **Responsabilities**: **Profile** - Bachelor in IT - At...

  • Lead, Delivery Unit

    vor 7 Monaten


    Geneve, Schweiz The Global Fund Vollzeit

    The Global Fund Delivery Unit drives the delivery of key organizational priorities and initiatives that will allow the Global Fund to enhance its performance and end the epidemics of AIDS, tuberculosis, and malaria. The Delivery Unit facilitates the implementation of key cross-functional priorities within the organization spanning strategy implementation,...

  • Associate, Delivery Unit

    vor 7 Monaten


    Geneve, Schweiz The Global Fund Vollzeit

    The Global Fund Delivery Unit drives the delivery of key organizational priorities and initiatives that will allow the Global Fund to enhance its performance and end the epidemics of AIDS, tuberculosis, and malaria. Under the leadership of the Manager, Delivery Unit and with support and guidance from the Lead, Delivery and Senior Associates, the Associate,...

  • Experience Development

    vor 7 Monaten


    Geneve, Schweiz MSC Cruises Vollzeit

    The Experience Development & Delivery Manager will lead in the operationalization & implementation of all new concepts, experiences, activities, and dedicated spaces in the MSC newbuild portfolio. This role will bring to life concepts and experiences that directly respond to consumer insights, operational needs and define what is next in terms of the...

  • Delivery Director

    vor 1 Woche


    Geneve, Schweiz EPAM Systems Vollzeit

    We are looking for a Delivery Director to strengthen our Delivery Management Team to drive end-to-end client projects. Are you a technologist with a passion for leading complex technology projects? Are you able to guide and advise customers and teams on technology decisions? Do you have strong soft skills with solid stakeholder management experience? Then...

  • Marketing Manager

    Vor 2 Tagen


    Geneve, Schweiz MSC Cruises Vollzeit

    An exciting opportunity exists for a talented Marketing professional to join our newly created luxury travel brand Explora Journeys and to coordinate the delivery and executions of omni-channel marketing campaigns in our key markets. Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva....

  • Program Manager

    vor 6 Monaten


    Geneve, Schweiz Caterpillar Vollzeit

    **Career Area**: Product Support **Your Work Shapes the World at Caterpillar Inc.** When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about...


  • Geneve, Schweiz IBM Vollzeit

    **Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's...


  • Geneve, Schweiz Labcorp Vollzeit

    Are you interested in making a real scientific impact through your everyday work? Would you enjoy working in a team-focused environment as you explore unique career opportunities? If you are looking for a company where you can personally advance healthcare and make a difference in peoples’ lives with your bold ideas and unique point of view, consider...

  • Implementation Manager

    vor 7 Monaten


    Geneve, Schweiz FNZ Vollzeit

    FNZ is a global investment platform provider servicing over 650 financial services institutions and 8,000 wealth management firms and their 20+ million end-investors. Our mission is to open up wealth for everyone so that people can invest in what matters most to them at the lowest costs possible. FNZ makes investments more transparent, sustainable and...

  • Head Sw Engineering

    vor 1 Woche


    Geneve, Schweiz CAPCO Vollzeit

    **ABOUT CAPCO** Capco is a global technology and management consultancy dedicated to the financial services industry. We combine innovative thinking with unrivalled industry knowledge, to offer our clients consulting expertise, complex technology and package integration, transformation delivery and managed services to move their organizations forward. - We...

  • Delivery Pursuit Lead

    vor 7 Monaten


    Geneve, Schweiz Microsoft Vollzeit

    We are a team of pursuit leads/bid managers that operate across 12 countries in Western Europe. Our role is to lead jointly with local and regional Sales teams. We create compelling proposals for Digital Transformation programs for Enterprise customers across all industries. The Delivery Pursuit Lead works and collaborates with many stakeholders across...

  • Vendor Manager

    Vor 6 Tagen


    Geneve, Schweiz Deutsche Bank Vollzeit

    IPB has outsourced full services that includes Application, Infrastructure and Back-office processes as part of its global strategy. It is important to manage strategic partners and work closely to bring value to IPB clients. This position will manage vendor service delivery, risk management, financials, related governance activities as well as innovation....

  • Client Services Ad

    vor 7 Monaten


    Geneve, Schweiz Marks Sattin Vollzeit

    **The Role**: Client Services Associate Director - Institutional Management **The Client**: Global Asset Manager **The Location**: Geneva **The Responsibilities**: - Key daily point of contact for designated clients across Switzerland, France and Italy - Work closely with the Sales team to deliver end-to-end client delivery services - Partner with internal...


  • Geneve, Schweiz BS-Team SA Vollzeit

    **Goal of project**: To build new data pipelines using modern cloud-native technologies and leverage SaaS. **Role Overview** The Project Manager is responsible for successful delivery of projects or rescuing existing projects. Such projects include technology, business change and service transformation. The role requires the ability to manage and lead...