IT SDM with French language Proficiency

We are seeking an experienced IT Service Delivery Manager fluent in French to act as the primary point of contact for our clients in French-speaking regions. The role involves managing client communications, ensuring their needs are met efficiently, and building strong relationships. Responsibilities include IT services management, customer relationship management, compliance, and team management.

Requirements

• 10+ years’ experience, with at least 8+ years in IT Outsourcing and Services
• Fluent in French (written and spoken) with excellent communication skills
• B2 certification or above is preferred
• Good understanding of technology in Systems
• Strong written and oral communication skills in English
• Ability to work independently
• Knowledge in ensuring services and support processes meet customer needs
• Experience in working closely with teams to align service strategies with production goals
• Knowledge in identifying and implementing process improvements
• Experience in managing customer relationships
• Knowledge in ensuring compliance with industry regulations
• Knowledge on how to coordinate with production, maintenance, and supply chain teams
• Experience in Incident recovery, Problem management, ticket reduction, server onboarding/offboarding, asset management, and risk management
• Experience in addressing customer inquiries and concerns
• Experience in allocation of resources effectively
• Ability to review and present executive summaries/dashboard and SLA reporting
• Ability to understand and support client in managing inventory of devices
• Ability to own and manage KPIs
• Ability to make recommendations on strategies
• Ability to provide periodical and ad-hoc reports
• Ability to maintain disaster recovery and business continuity processes
• Ability to build long-term relationships with customers
• Ability to deliver continual improvement in service measures and KPIs
• P&L responsibility, Automation in service delivery, Resource management
• Value add to customer-YOY
• Overall SLA management
• Overall Customer Satisfaction & Employee satisfaction
• Motivation of individuals and building team working
• Employee retention, motivation, and training
• Focus on grooming people from L1 to L2, L2 to L3
• Demonstrate personal commitment to excellence
• Deal effectively with outside contacts / vendors
• Ability to adjust to people, culture, policies, and situations
• Capacity to effect the actions, behavior, and opinions of others
• Ability to participate in monthly reviews and governance meetings, coordinate QA, and Audit