Service Delivery Manager - Expérience Utilisateur (H/F)
Core
Senior Service Delivery Manager leading IT infrastructure outsourcing contracts and Digital Employee Experience (DEX) initiatives for banking/financial clients.
Role type
Senior Service Delivery Manager (IT Service Management & DEX)
Builds
IT service support environments, DEX strategies, and digital adoption programs for financial institutions.
Domain
Financial Services / IT Service Management / Digital Employee Experience
Deliverable
dashboards & analysis
Required skills
ITSM practices, vendor contract management, SLA/XLA/KPI governance, DEX strategy, digital adoption, incident crisis management, budget control
Preferred skills
ITIL v4, SIAM, XLA, Lean IT, Prince2, PMP, Nexthink, Lemon Learning
Technologies
ServiceNow, Microsoft 365, Nexthink, Lemon Learning, Power BI, Microsoft Intune, Microsoft Entra ID, Jira Service Management
Responsibilities
Pilot outsourcing contracts for user support, manage vendor relationships and governance, drive DEX strategy and digital adoption, coordinate major incidents, monitor service performance and budgets
Seniority
Senior, hands-on IC
