[ Remote ] Service Delivery Manager with French

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Employer: Atos
Domain:
  • Customer Support - Client Service
  • IT Software
  • Public Relations
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • nationwide
    Updated at: 26.10.2021
    Short company description

    Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

    Requirements

    • Fluent in French and English;
    • Basic understanding of IT Services and IT infrastructure;
    • Flexible in approaching the role and task completion;
    • Actively acknowledge others’ efforts, contribution and commitment to Atos strategic objectives
    • Demonstrate drive, determination, enthusiasm and ability to work effectively as a member and leader of the team;
    • Act as a role model, coaching/ mentoring team members, ensuring that there is an effective succession plan to obtain and maintain end-to-end service delivery and business continuity;
    • Negotiation, persuasion and Business relationship management skills.

    Responsibilities

    Most common assignment types that we work on include:

    • Ensure Customer Satisfaction is at the heart of our daily delivery;
    • In Atos SDM = customer, for the customer SDM = Atos;
    • Plan and complete delegated tasks to a high standard, delivering work within an agreed time-frame;
    • Patch management coordination;
    • Drive Risk Management behaviors to ensure proper focus on operational risk.
    • Technical bridge coordination in Major Incident Management;
    • Support Solution Design for upselling;
    • Establish and foster a Continuous Service Improvement culture;
    • Partner with Tower Service Managers and Tower Heads to manage necessary resource allocation/skills for efficient account delivery in line with budget, service requirements and with client’s changing business needs;
    • Active Cost Management to deliver on Atos financial commitments;
    • Provide Client Delivery Leadership to the Atos delivery team and client;
    • Establish close interlock with Client Manager to develop account plans, External Revenue fulfillment, Customer Satisfaction , opportunity development and contract renewal;
    • Represent the customer within the Global Delivery Center in case of escalation or major incidents;
    • Ensure training/processes for on/off-boarding of account resources are in place;
    • Ensure Atos Service Management Model and IT Control Framework compliancy;
    • Ensure proper focus by the delivery team on Compliance & Security;
    • Ensure continuous GDPR compliance with Atos-maintained systems containing client personal data;
    • Review management and status of software licenses and certificates on a regular basis ensuring timely renewals to prevent service outage;
    • Monitor lifecycle management and related plans for delivered services;
    • Active involvement and review in Handover to Operations for new/changed services;
    • Actively lead the Daily Service Reviews with key operational staff, driving accountability, action and prevention;

    Other info

    We are a company that cares about employee satisfaction as well as company growth. Atos offers not only a challenging and exciting workplace, but also a rewarding work experience, with competitive compensation and benefits packages:

    • Training and certifications: On-going In-depth training with current and emerging products and technologies;
    • Flexible benefits: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop;
    • Compensation: Competitive salary package;
    • Extra vacation days;