Our client, a globally renowned law firm, is in search of a dedicated, non-technical, Service Delivery Manager (SDM) to oversee IT service management at their 200-person office in Paris. The SDM plays a crucial role in ensuring the delivery of seamless IT services that align with the expectations of the team at the Paris office.
As a Service Delivery Manager, you will have the opportunity to:
Shape a new role within a globally recognized law firm.
- Experience continuous professional growth in a dynamic legal-tech environment.
- Work in a high-profile setting alongside top-tier professionals, gaining unparalleled exposure.
- Stay abreast of the latest IT advancements and best practices within the legal industry.
- Collaborate with IT professionals across Europe, enriching your professional journey.
- Engage with diverse teams, ranging from legal experts to vendors, thereby broadening your professional horizon.
- Lead IT strategies that will play a pivotal role in shaping the future operations of the firm.
This role requires a native French speaker.
Key Responsibilities:
- Service Management: Oversee the entire cycle of IT service delivery, maintaining a seamless flow from customer request to fulfillment.
- Customer-IT Liaison: Act as a vital communication link, translating customer needs into actionable IT team objectives and ensuring services are aligned with client expectations.
- Process Optimization: Collaboratively refine service processes, implementing enhancements to boost efficiency and effectiveness within the IT landscape.
- Communication Enhancement: Forge robust channels for dialogue between IT personnel and users, including regular briefings and streamlined service request systems.
- Customer Experience: Drive initiatives to elevate customer satisfaction, employing feedback mechanisms to inform continuous improvement.
- Best Practice Integration: Champion the adoption of industry best practices, through staff development, process engineering, and resource optimization.
- Issue Resolution: Tackle ongoing service challenges, devising and executing strategies to resolve issues promptly and prevent recurrence.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- A minimum of 5 years of experience in IT Service Management with a demonstrable track record.
- Leadership credentials with experience in roles such as Team Lead, Project Manager, or comparable positions.
- Competence in managing IT projects, from inception to completion.
- Direct experience applying service management solutions in operational settings.
- A history of effective client engagement and expectation management.
- Risk identification and mitigation expertise in IT operations.
- Familiarity with any leading ITSM tools (ServiceNow, JIRA Service Desk, BMC Remedy).
- Budget management skills within an IT context.
- Vendor management experience.
- Proven experience in implementing and managing change in IT environments.
- Crisis management abilities for IT-related emergencies.
- Basic Knowledge of workstation support including Windows and OS environments.
- Fundamentals of IT security practices and compliance standards.
- Basic understanding of IT infrastructure components and networking principles.
- Native French speaker
Good-to-Have:
- Accreditation in ITIL or equivalent service management framework.
- Additional management/project management certifications
- Expertise in cloud computing, cybersecurity, data analytics, or related fields.
Benefits
- Competitive salary: 100,000 Euro/Year
Our client is committed to creating an inclusive and supportive work environment and encourages applications from candidates with a robust background in service delivery.